Real Time Analyst – Night Shift, Hybrid

NBCUniversal

Real Time Analyst responsible for monitoring and evaluating call center performance. Working in hybrid setup while effectively communicating performance impacts to management.

Posted 7/1/2026full-timePasig City • 🇵🇭 PhilippinesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Responsible for monitoring and evaluating the flow of calls into call center for performance and efficiency.
Daily real-time monitoring of service levels for all queues and LOBs.
Effectively communicates Service Level impacts to WFM leaders and Management.
Advises management regarding schedule change requests.
Enforces schedule compliance and adherence.

Requirements

What you’ll need

Proficient in Microsoft Excel.
Experience using Workforce Management tools, preferably Aspect’s eWFM.
Experience using Avaya CMS for reporting and skill changes.
Attention to detail and high level of accuracy.
Clear, concise verbal and written communication skills.
Strong collaboration skills with WFM planning, operations, and support teams.
Strong understanding of contact center metrics (Service Level, ASA, AHT, Occupancy, Adherence).
Ability to multi-task, focus, and complete reports for extended periods of time.
Ability to maintain composure in critical situations.
Collect and analyze data (Volume, AHT, Staffing, etc.) for variances and make recommendations for resolutions.
Escalate significant issues (system outages, volume increases, staffing shortages) following established processes.
Produce daily, biweekly, and monthly internal reports.
Regular, consistent, and punctual attendance.
Must be able to work nights and weekends, variable schedule(s) and overtime, as necessary.

Benefits

Comp & perks

array of options to support you physically, financially, and emotionally
expert guidance and always-on tools personalized to meet needs
health insurance,
retirement plans
paid time off
flexible work arrangements
professional development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Data AnalysisCall Center Performance MonitoringService Level MetricsSchedule Compliance EnforcementReport Generation

Soft Skills

Clear CommunicationAttention to DetailCollaborationMulti-taskingComposure in Critical Situations