Full Potential Solutions

Real Time Analyst

Full Potential Solutions

full-time

Posted on:

Location Type: Hybrid

Location: Manila • Philippines

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About the role

  • Monitor real-time queue performance, call volume, and agent availability across multiple channels (voice, chat, email, etc.)
  • Make intraday schedule adjustments (breaks, lunches, overtime, early release) to optimize staffing coverage
  • Track and report intraday KPIs such as Service Level, Average Handle Time (AHT), Adherence, Occupancy, and Shrinkage
  • Coordinate with Team Leads and Operations to ensure proper alignment on staffing and performance gaps
  • Provide real-time communication and updates to stakeholders regarding operational performance and critical incidents
  • Identify trends and patterns in call volume or agent behavior and escalate when necessary
  • Support WFM team in the preparation of daily, weekly, and monthly reports
  • Maintain accurate and timely documentation of real-time actions and outcomes
  • Collaborate with Scheduling and Forecasting Analysts to improve overall WFM planning

Requirements

  • Bachelor’s degree in Business, Operations, or a related field
  • At least 1–2 years of experience in a real-time analyst, workforce management, or call center operations role
  • Proficiency in workforce management tools (e.g., Verint, NICE, Genesys, Aspect, Five9, or similar)
  • Strong analytical and problem-solving skills with attention to detail
  • Excellent communication and collaboration skills
  • Ability to work under pressure in a fast-paced, dynamic environment
  • Flexible to work different shifts, including weekends or holidays if needed
Benefits
  • Lucrative compensation program
  • Medical benefits
  • Dental benefits
  • Vision benefits
  • Opportunity for high-potential career growth with a fast-growing company
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
real-time analysisKPI trackingschedule adjustmentscall volume analysisagent behavior analysisreport preparationdocumentationworkforce management
Soft Skills
analytical skillsproblem-solving skillsattention to detailcommunication skillscollaboration skillsability to work under pressureflexibility