The Real-Time Analyst (RTA) serves as the operational command center for the Customer Experience team, responsible for real-time performance monitoring, workforce optimization, and service level management across both internal and vendor-supported operations. This role extends beyond monitoring by driving real-time decision-making, intraday workforce optimization, performance risk mitigation, and cross-functional coordination to ensure alignment between staffing, customer demand, and service level objectives.

As the organization continues to strengthen its Workforce Management (WFM) capabilities, the RTA will play a key role in supporting WFM processes, maintaining system discipline, improving reporting accuracy, and collaborating with stakeholders to support current and future workforce planning initiatives, including Genesys-based workforce management processes.

Key Responsibilities

• Monitor real-time performance across all Customer Experience queues, including internal and vendor-supported operations, and identify service level risks by tracking metrics such as SLA, ASA, abandonment rate, occupancy, and agent adherence.
• Execute approved real-time workforce management actions, including schedule adjustments, skill reassignments, break and lunch optimization, and overtime (OT) or voluntary time off (VTO) decisions within established governance guidelines.
• Maintain accurate decision logs, follow structured escalation procedures, and document actions, risks, and outcomes to ensure operational transparency and leadership visibility.
• Perform intraday forecasting adjustments, update staffing requirements within the Workforce Management (WFM) platform, and analyze variances in call volume, Average Handle Time (AHT), and staffing to improve forecast accuracy.
• Monitor shrinkage and adherence by identifying behavioral, scheduling, or operational trends, recommending corrective actions to improve workforce efficiency and reduce performance gaps.
• Lead real-time operational responses during volume spikes, staffing shortages, system outages, or other service disruptions by coordinating with Operations, IT, Workforce Management, and vendor partners. Conduct post-incident reviews to identify root causes and recommend preventive actions.
• Ensure Workforce Management system integrity by validating schedules, staffing data, real-time metrics, dashboards, and reporting accuracy across all systems.
• Balance customer service objectives with operational efficiency by managing staffing decisions that optimize both service levels and labor costs across internal and vendor-supported teams.
• Prepare and deliver intraday, daily, and weekly performance reports highlighting key metrics, emerging risks, actions taken, operational trends, and recommendations for continuous improvement.

Requirements

Required Education

• High school diploma or equivalent required.
• Associate's or Bachelor's degree in Business, Operations, Analytics, Finance, or a related field is preferred.

Required Experience

• 3–5 years of experience in Contact Center Operations, Workforce Management (WFM), Real-Time Analysis (RTA), or a similar service environment.
• Strong knowledge of contact center metrics, including Service Level, ASA, Abandonment Rate, Occupancy, Adherence, Shrinkage, and Staffing.
• Experience making real-time operational decisions in a fast-paced, high-volume environment.
• Advanced proficiency in Microsoft Excel and data analysis, with the ability to interpret operational data and provide actionable recommendations.

Preferred Experience

• 2–3 years of experience in Real-Time Analysis (RTA), Workforce Management (WFM), Scheduling, or Intraday Planning.
• Experience using Workforce Management platforms such as Genesys or similar WFM and telephony systems.
• Experience in utilities, renewable energy, subscription billing, or comparable industries is an advantage.
• Experience in highly structured environments such as telecommunications, banking, insurance, healthcare, logistics, or other multi-channel customer operations is also highly valued.

Key Competencies

• Communication & Collaboration: Communicates effectively with Operations, leadership, IT, vendors, and cross-functional teams while providing clear updates on operational performance and risks.
• Problem Solving: Analyzes issues quickly, identifies root causes, and makes sound decisions to protect service levels and operational efficiency.
• Results Orientation: Takes ownership of real-time workforce decisions and responds promptly to changing business needs while following established processes.
• Business Acumen: Understands the relationship between staffing, customer experience, operational performance, and business objectives.
• Analytical Skills: Uses operational data to improve forecast accuracy, identify trends, and recommend continuous process improvements.

Success Measures

A successful Real-Time Analyst consistently protects service levels, optimizes staffing through effective real-time decision-making, improves forecast accuracy, strengthens adherence and shrinkage management, and delivers timely, data-driven insights that support operational performance.

Work Environment

This is a desk-based role requiring prolonged computer use, continuous monitoring of multiple systems, rapid decision-making, and regular collaboration with leadership, internal teams, and vendor partners.

Benefits

• Competitive salary package

• Government-mandated benefits (SSS, PhilHealth, and Pag-IBIG)
• HMO coverage
• Night Differential Pay (for applicable shifts)
• Paid Time Off (Vacation Leave and Sick Leave)
• Ongoing training and professional development
• Career growth and advancement opportunities
• Supportive and collaborative work environment