Real Time Analyst (Permanent Work from home)

at  Lightspeed

Hi there! Thanks for stopping by
Are you actively looking for a new opportunity? Or just checking the market? Well… you might just be in the right place!
We have bike enthusiasts, foodies, video game heroes, dog and cat lovers, movie buffs, musicians, and every variety of people. Lightspeed was founded on the principles of diversity and inclusion and our daily practices and interactions reflect this commitment everyday. Wherever you look, you will find a friend in Lightspeed. If you’re keen to join, we’re looking for a Real Time Analyst (Permanent Work from home) to join our team in Manila.
As a Real Time Analyst, you will be responsible for monitoring real-time operations and processes to ensure we meet our business goals by maintaining service level agreements and optimizing agent efficiency. The ideal candidate for this role pays close attention to detail and maintains high accuracy in their work. If you’re a true team player, collaborate well with colleagues at all levels and are proactive in making decisions based on real-time situations, this is the role for you.

What you’ll be doing:

• Monitor real-time contact center metrics such as call volumes, chat volumes, agent availability, and service level adherence.
• Compare intraday scheduling forecasts with actual volumes and make necessary adjustments throughout the day.
• Receive, review, and decide on same-day, unplanned, and off-phone requests.
• Track system issues and evaluate their impact on operational performance.
• Communicate with affected departments and the workforce team about actions taken and current status.
• Create, manage, and distribute regular daily and ad hoc reports to the business.
• Generate daily, weekly, and monthly internal reports.

And a little bit of…

• Contributing as part of the wider team to achieve organisational goals even if this means doing things that aren’t strictly within the scope of your role.

What you need to bring:

We’re looking for a candidate who has experience with the following:

• Extensive experience in a similar role within a large organization, with exposure to a wide range of complex systems.
• Strong ability to build and maintain relationships while effectively collaborating with key stakeholders.
• Skilled in relationship building, with a talent for fostering alignment across the organization.
• Proficiency in Excel and Google Sheets.
• Capability to interpret daily data to convey a meaningful narrative.

Our hiring process is very straightforward. You’ll undergo a preliminary video screening and the whole process will be conducted at the comfort of your own home, through Zoom or Google Meet. No need to go through Manila’s heavy traffic!
What’s in it for you?

Come live the Lightspeed experience…

• Ability to do your job in a permanent work from home environment;
• Genuine career opportunities in a company that’s creating new jobs everyday;
• Work in a team big enough for growth but lean enough to make a real impact.

… and enjoy a range of benefits that’ll keep you happy and healthy:

• Market-leading salary package
• Permanent work from home setup
• Coworking space available, if needed
• We follow the PH holidays!
• Benefits you can enjoy from day one:
• HMO for you and your 2 dependents (Maxicare)
• 15 Vacation leaves
• 10 Sick leaves
• Government Mandated Benefits
• Reimbursable Food Allowances of 1000PHP per month
• Health and wellness benefit of 7500PHP per year
• Free LinkedIn Learning License
• Free access to Mental Health support and coaching services
• Opportunity to grow your career in a company that values internal mobility
• Exciting online and in-person events hosted regularly by our Manila Culture Club

Not yet convinced?
For honest reviews left by real people, you can check our Glassdoor page. To know more about Lightspeed, you can check our website, LinkedIn, and Youtube pages. We’re an open book!
We know that people are more than what’s on their CV. If you’re unsure that you have the right profile for the role… hit the ‘Apply’ button and give it a try!
We partner with Inform Group to employ our Lightspeed workforce in the Philippines. Inform Group hosts Lightspeed employees who enjoy the benefits of the Philippine labour code combined with the full career opportunities provided by Lightspeed.
To all recruitment agencies: Lightspeed does not accept unsolicited agency resumes. If we have not directly engaged your company in writing to supply candidates for a specific vacancy, Lightspeed will not be responsible for any fees related to unsolicited resumes.
Lightspeed is a proud equal opportunity employer and we are committed to creating an inclusive and barrier-free workplace. Lightspeed welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
Where to from here?
Obviously, this has to be mutually beneficial: we want you to step into a role you love, and we want to offer you a place you’re proud to come to every day. .
Lightspeed is building communities through commerce, and we need people from all backgrounds and lived experiences to do that. We were founded in 2005, in Montreal’s gay village and our original members were all part of the LGBTQ+ community. The ethos of our business has been about inclusion from the very beginning, and we strive to provide a workplace where everyone belongs.
Who we are:
Powering the businesses that are the backbone of the global economy, Lightspeed’s one-stop commerce platform helps merchants innovate to simplify, scale, and provide exceptional customer experiences. Our cloud commerce solution transforms and unifies online and physical operations, multichannel sales, expansion to new locations, global payments, financial solutions, and connection to supplier networks.
Founded in Montréal, Canada in 2005, Lightspeed is dual-listed on the New York Stock Exchange (NYSE: LSPD) and Toronto Stock Exchange (TSX: LSPD). With teams across North America, Europe, and Asia Pacific, the company serves retail, hospitality, and golf businesses in over 100 countries.
Lightspeed handles your information in accordance with our Applicant Privacy Statement.

• Monitor real-time contact center metrics such as call volumes, chat volumes, agent availability, and service level adherence.
• Compare intraday scheduling forecasts with actual volumes and make necessary adjustments throughout the day.
• Receive, review, and decide on same-day, unplanned, and off-phone requests.
• Track system issues and evaluate their impact on operational performance.
• Communicate with affected departments and the workforce team about actions taken and current status.
• Create, manage, and distribute regular daily and ad hoc reports to the business.
• Generate daily, weekly, and monthly internal reports