Workforce Real-Time Analyst

About This Role

We are representing a confidential business process outsourcing organization seeking a Workforce Real-Time Analyst to join their operations team in the Philippines. This is a full-time, remote/work-at-home position with company-provided equipment.

In this role, you will monitor real-time operations and take proactive measures to ensure service level agreements are consistently met. You'll collaborate closely with workforce management, service delivery teams, and cross-functional departments to optimize productivity and enhance customer satisfaction. Your analytical insights will directly influence team performance and operational excellence.

Responsibilities

• Monitor real-time operations using workforce management tools to ensure SLA achievement
• Analyze real-time data to identify trends, patterns, and opportunities for performance improvement
• Manage service levels, staffing allocation, and call routing to maximize efficiency and customer satisfaction
• Address issues affecting service levels promptly and escalate when necessary
• Coordinate with Workforce Schedulers and Planners to adjust schedules based on demand fluctuations
• Collaborate with multiple departments to resolve operational performance challenges
• Provide actionable operational insights using time tracking and workforce management platforms
• Meet or exceed performance targets for assigned KPIs
• Maintain professional communication with customers and colleagues
• Participate in ongoing training and continuous learning initiatives

What We're Looking For

• Minimum 1 year of experience in workforce management or real-time monitoring
• Strong verbal and written communication skills
• Proficiency with workforce management tools (such as Verint, IEX, or Playvox)
• Advanced skills in Excel and Google Sheets, including reporting and analysis capabilities
• Previous experience in a call center or contact center environment
• Ability to work independently in a remote setting
• Strong analytical mindset with attention to detail

How We Work With You

Candidates apply directly through Get A Job.ai. Our talent team will conduct an initial screening to assess fit and qualifications. Qualified candidates will then be submitted to our client for consideration. Please do not attempt to contact the client directly, as all communication should flow through our recruiting team to ensure a smooth process for everyone involved.

Pay

Compensation details will be discussed during the screening process and are competitive with market standards for this role in the Philippines.

Equal Opportunity: Get A Job.ai is committed to creating an inclusive recruitment process. We welcome applicants of all backgrounds and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity, age, veteran status, disability, or any other protected characteristic.