We're looking for a Real-Time Analyst (RTA) for a full-time, onsite role in Taguig City.

Key Responsibilities:

• Monitor real-time contact center performance and ensure service level targets are met.
• Manage queues, staffing adjustments, and schedule adherence.
• Analyze operational metrics and identify performance risks and trends.
• Coordinate with Operations and Workforce Management teams to address service level issues.
• Generate and distribute real-time and intraday performance reports.
• Monitor agent adherence and recommend corrective actions.
• Provide real-time updates on operational performance and staffing gaps.
• Support process improvements through data analysis and reporting.

Qualifications:

• At least 2 years of experience as an RTA in a voice-based contact center
• Experience using Workforce Management (WFM) tools
• Advanced Microsoft Excel and reporting skills
• Strong understanding of contact center KPIs, including AHT, Service Level, Abandonment Rate, Line Adherence, Handling Capacity, and SIR
• Willing to work onsite in Taguig and on a flexible schedule, including rotating shifts and overtime