Job Description
We're looking for a detail-oriented and analytical Lead-Real Time Analyst to join our dynamic operations team in Taguig, Philippines. In this pivotal role, you'll be the expert voice on the floor, driving real-time performance excellence and ensuring our team consistently meets contractual KPIs. You'll combine your analytical prowess with collaborative leadership to support supervisors, mentor team members, and deliver actionable insights that optimize service delivery and operational efficiency.
- Monitor real-time queue performance and identify risks to contractual KPIs including Service Level, Abandonment Rate, Line Adherence, Handling Capacity, and SIR
- Analyze service level performance at interval levels against planned AHT, Auxiliary time, and Shrinkage, correlating findings with consultant-level non-adherence
- Make timely, decisive call-outs to floor supervisors regarding performance deviations and staffing concerns, recommending appropriate corrective actions
- Prepare comprehensive end-of-day performance analysis reports with clear, actionable recommendations
- Follow up on performance callouts to ensure corrections are implemented and improvements are sustained
- Partner with Operations Management and keep them informed of consultant-level deviations and KPI trends through transparent, organized reporting
- Coordinate offline activities and support the team in achieving optimized service level and utilization targets
- Mentor and coach team members on performance expectations and best practices in real-time analysis
- Demonstrate resilience and flexibility in a fast-paced, 24/7 operational environment
Qualifications
**Required Qualifications:**
- Minimum 2 years of Real-Time Analyst (RTA) experience in a voice-based contact center environment
- Minimum 1 year of work experience in a call center setting
- High School Diploma, GED, or equivalent
- Strong proficiency in Microsoft Excel with advanced reporting and data analysis capabilities
- Solid understanding of call center KPIs (AHT, Service Level, Abandonment Rate, Line Adherence, Handling Capacity, SIR)
- Proficiency with Workforce Management (WFM) tools
- Excellent verbal and written communication skills with the ability to articulate complex data clearly
- Demonstrated ability to work flexibly in a 24/7 environment, including rotating shifts, weekends, holidays, and overtime as needed
- Strong analytical and problem-solving skills with attention to detail
- Ability to make decisive, data-driven decisions under pressure
**Preferred Qualifications:**
- Experience with call center applications such as CMS, Avaya Supervisor, eWFM, or IEX
- Leadership or team mentoring experience
- Performance coaching or training background
- Experience in stakeholder management and cross-functional collaboration
- Familiarity with workforce planning and capacity management concepts
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An AI-driven business transformation company delivering measurable business outcomes. We design, run, and automate the operations we transform - so our AI reaches production and keeps improving.
Key team members
Manish Madan
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