Real Time Analyst | BPO hiring
Location
national capital region, national capital region
Job Type
Full-time
Category
Other-General
Posted
June 24, 2026
Real Time Analyst
Job description
Functions:
- Monitoring and managing the call volume queues Real Time to meet daily Service Level target while maintaining intraday service consistency.
- Managing agent schedule adherence by planning, monitoring and reporting agent activities
- Managing break schedules especially on instances of unforeseen events (i.e. call surges, high absenteeism, system issues, etc.)
- Generating and publishing accurate intraday performance reports on volume, AHT, staffing, Service Level and abandon on an hourly basis
- Tracking, reporting and coordinating system concerns with Operations, IT team and client as defined in the downtime process
- Managing avail time by recommending intraday activities based on threshold
- Managing pre shift and post shift overtime hours to minimize unnecessary people cost
- Conducting test calls at the start of operations to ensure t...