Real Time Analyst, RTA

SALMON ROBOTICS LIMITED

Real-Time Analyst (RTA) responsible for monitoring contact center performance and operational efficiency. Collaborating with teams to ensure service levels and effective staffing management.

Posted 6/15/2026full-timeMandaluyong • 🇵🇭 PhilippinesJuniorWebsite

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Workforce ManagementReal-Time Analysiscontact center operationsSLAAHToccupancyshrinkageExcelGoogle Sheetsreporting tools

Soft Skills

analytical skillsproblem-solving skillscommunication skillscollaborationattention to detailownershipability to manage multiple prioritiesflexibility

Tools & Technologies

dashboardsworkforce management platforms

Industry Keywords

contact center metricsoperational risksservice levelscustomer experience standards

About the role

Key responsibilities & impact

Monitor live contact center performance including queues, service levels, AHT, occupancy, and adherence
Identify operational risks and proactively recommend corrective actions
Take immediate action to mitigate SLA risks through staffing adjustments and queue management
Track agent adherence and coordinate with Operations on schedule deviations
Communicate intraday performance updates, risks, and action plans to Team Leads, Operations Managers, and Workforce Management stakeholders
Coordinate with Scheduling, Forecasting, and Operations teams to balance demand and staffing in real time
Support incident management by assessing operational impact and coordinating response actions
Prepare and maintain real-time dashboards and operational reports
Analyze intraday trends and identify opportunities to improve staffing efficiency and service performance
Help maintain target service levels and customer experience standards

Requirements

What you’ll need

1–3+ years of experience in Workforce Management, Real-Time Analysis, or contact center operations
Strong understanding of contact center metrics such as SLA, AHT, occupancy, shrinkage, and adherence
Strong analytical and problem-solving skills with the ability to make quick, data-driven decisions
Proficiency in Excel or Google Sheets
Experience with reporting tools, dashboards, or workforce management platforms is an advantage
Strong communication skills with the ability to clearly communicate operational risks and recommendations
Ability to collaborate effectively with Operations, Team Leads, Scheduling, and Forecasting teams
Ability to work in a fast-paced and dynamic operational environment
Strong attention to detail and high sense of ownership
Able to manage multiple priorities simultaneously
Flexible to work shifts, weekends, or holidays when required

Benefits

Comp & perks

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