Real Time Analyst
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Job Description
Real-Time Analyst monitoring agent performance and ensuring service levels for a Philippines-based BPO. Join a remote-first team dedicated to operational excellence in workforce management.
Responsibilities:
- Monitor service levels, queue performance, and agent adherence in real time.
- Take immediate action on staffing gaps, high occupancy, and SLA risks.
- Oversee break management and schedule compliance across all active campaigns.
- Communicate live operational updates to Operations and WFM teams.
- Escalate critical service risks and recommend immediate tactical adjustments.
- Review and process real-time leave, OT, and VTO (Voluntary Time Off) requests based on business needs.
- Support updates to routing profiles and agent allocations to balance workloads.
- Track live performance metrics and contribute insights for end-of-day reports.
Requirements:
- At least 2 years of experience as an RTA or other similar roles; BPO experience preferred
- Comfortable using workforce monitoring tools or scheduling systems (Hubstaff or similar)
- Understands the impact of attendance, occupancy, and adherence on service levels
- Confident in communicating live updates and escalations clearly and professionally
- Accurate in tracking, logging, and reporting real-time workforce activity
- Takes responsibility for monitoring outcomes and acting quickly without waiting for instruction
Benefits:
- 100% Remote Work – Work from anywhere in the Philippines
- Career Path – Clear development track toward Workforce Supervisor or Planner roles
- Competitive Pay – $5/hr + benefits as an independent contractor
- High-Performance Culture – Be part of a metrics-driven, accountability-focused team
- Growth Opportunity – Hands-on exposure to workforce strategy and operational execution
- Supportive Leadership – Learn directly under experienced Workforce Leaders
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