Real Time Analyst
Posted on June 18, 2025 by Ubiquity
- Quezon City, Philippines
- $nan - $nan
- Full Time

We’re hiring.
We are looking for a WFM Real Time Analyst who will assist with long range planning and on-going analysis of real time performance and the determination of alternative plans when necessary. The RTA will collect, evaluate, and prepare reports and/or other complex statistical data for Operations/HR/WFM/Admin on time. Prepare statistical and narrative reports and recommendations and participate in the analysis and interpretation of data as appropriate. Generate/develop & maintain reports/systems to ensure Service Level Agreement.
Day-to-day responsibilities:
- Responsible for monitoring, analyzing, and enhancing the utilization of daily staff resources and call handling on a real-time basis. This would include maintaining expected occupancy, service levels, handle time, abandon rate, and ASA.
- They serve as point of contact for any concerns with real-time staffing needs and make decisions for correction of any related issues.
- The Real-Time Operations Analyst will take appropriate steps to maintain optimal service levels and occupancy by adding and decreasing staff based off pre-defined alert levels.
- Provide necessary reporting including Service Level updates to appropriate distribution list
- Document and track all system outages understanding the impact the outages has on the business
Qualifications:
- At least with 2 years of Real Time Analyst experience under Workforce Management in BPO industry
- With at least 3-5 years experience in the BPO industry
- Has the ability to communicate call center data, and performance to all level of employees in an understandable fashion both email and verbal
- Ability to create reports in excel and able to multi task
- Willing to work on graveyard shift
- Willing to work in our Eastwood site
Advertised until:
July 18, 2025
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