Real Time Analyst

Peak Support

Real-Time Analyst managing daily workforce operations for Peak Support in a remote capacity. Ensuring service level agreements are met while supporting call volume and attendance tracking.

Posted 7/7/2026full-timeRemote • 🇵🇭 PhilippinesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

VBA

About the role

Key responsibilities & impact

Manage the call volume, break schedules, start, and stop times, over-time (as needed) and attendance
Work closely with the operations team (manager and team leads) to analyze and help improve their delivery processes
Generate PTO allocation daily, weekly, and monthly
Manage the daily operations bridge and ensure that all leads are calibrated with the needs to improve SLA
Produce daily, biweekly, and monthly internal reports
Use trends and reports to forecast requirements (schedule and headcount)
Assist with projects and other duties as requested or assigned by his/her manager/director

Requirements

What you’ll need

Demonstrate sound work ethics
Must have mid to advanced level Microsoft Excel / Google sheet skills – Including advanced formulas, also Word and Email
Proficiency of VBA Macros is a plus
Experience with IEX, CMS, Avaya, Symposium, Blue Pumpkin is a plus
Ability to create reports in Excel and forecast results
Attention to detail and high level of accuracy
Ability to multi-task, focus and complete reports for extended periods of time
Previous call center experience REQUIRED
Previous Workforce Management experience is considered an asset

Benefits

Comp & perks

Work from Home
Convenience of working from home with benefits of an established organization
Exceptional team and tremendous opportunities for growth

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Advanced Excel SkillsReport CreationData ForecastingAttendance ManagementProcess Improvement

Soft Skills

Attention to DetailMulti-taskingStrong Work Ethic