We are looking for detail-oriented and analytical Workforce Real-Time Analysts to join our growing team. The role is vital in ensuring service level targets are met by monitoring real-time operations, analyzing performance, and providing actionable insights to support business efficiency.

Key Responsibilities

• Monitor and manage real-time contact center performance (queues, agent activities, service levels).
• Provide timely reporting, alerts, and recommendations to Operations for staffing adjustments.
• Coordinate with Workforce and Operations teams to ensure adherence to schedules and optimize resources.
• Prepare daily/weekly/monthly performance reports and identify areas for improvement.
• Leverage workforce management tools such as Verint, IEX, Genesys, Power BI, and MS Excel for tracking and analysis.
• Support process improvements through trend analysis and operational insights.

Quezon City Site (Night Shift, Onsite)

• At least 2nd year college completed or College Graduate
• Minimum 2 years’ experience as a Real-Time Analyst in a BPO setup
• Strong communication and analytical skills
• Preferably with Power BI knowledge

Cebu City Site (24x7 Shifting, Onsite)

• At least 2nd year college completed or College Graduate
• Minimum 1 year experience as a Real-Time Analyst (preferably in retail domain)
• Strong communication and analytical skills

Why Join Us?

• Competitive salary package (₱40,000/month)
• Opportunity to work with a dynamic team in a fast-paced BPO environment
• Career growth and skill development in workforce management

• Knowledge in Verint, IEX, Genesys, and MS Excel