Real Time Analyst (Pioneer Account/Company) at Prime System Solutions

Quezon City, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

27 Sep, 26

Salary

0.0

Posted On

29 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Real-Time Analysis, Workforce Management, Service Level Management, Intraday Forecasting, Data Analysis, Microsoft Excel, Performance Monitoring, Staffing Optimization, Genesys, Risk Mitigation, Reporting, Cross-functional Coordination

Industry

IT Services and IT Consulting

Description

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. 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. 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

Responsibilities

The Real-Time Analyst monitors real-time performance and manages workforce optimization to ensure service level objectives are met across internal and vendor operations. This includes executing intraday adjustments, managing staffing risks, and delivering performance reports to leadership.