Real Time Analyst

📋 Description

• Monitor real-time contact center performance (queues, service levels)
• Identify risks and coordinate actions to maintain service levels
• Mitigate SLA risks via staffing adjustments and queue management
• Monitor agent adherence and coordinate with Operations on schedule deviations
• Ensure workforce plans are executed throughout the day
• Communicate intraday performance updates to Team Leads and Operations

🎯 Requirements

• 1–3+ years in Workforce Management or contact center ops
• Strong understanding of SLA, AHT, occupancy, adherence, and staffing
• Analytical and problem-solving with quick data-driven decisions
• Proficiency in Excel, Google Sheets, or similar tools
• Experience with WFM platforms (Verint, NICE, Genesys) is a plus
• Strong communication and cross-team collaboration

🎁 Benefits

• International, collaborative team
• Fast, merit-based career growth
• Performance-driven rewards and recognition
• Opportunities for international exposure
• Modern office in Manila, Philippines
• Medical insurance and wellness benefits
• Regular team events and activities