Real Time Analyst

Job Description

The position is responsible for monitoring real-time workforce activities to ensure optimal staffing coverage, schedule adherence, and operational continuity. It serves as the central control point for intraday workforce management by tracking attendance, adherence, staffing variances, and coverage risks. The role works closely with Workforce Management, Operations, and Site Leadership teams to identify workforce gaps, support recovery actions, and provide accurate workforce data that enables efficient day-to-day operations.

KEY RESPONSIBILITIES

You will:

• Monitor real-time attendance, schedule adherence, break and lunch compliance, shrinkage, and workforce availability throughout the operating day.
• Track and validate attendance exceptions, including absences, tardiness, early departures, schedule deviations, and off-task activities.
• Identify staffing gaps, coverage risks, and workforce shortages, and escalate concerns before operational performance is impacted.
• Provide real-time staffing visibility, workforce snapshots, and attendance updates to Operations, Workforce Management, and Site Leadership teams.
• Support intraday workforce adjustments by monitoring the impact of absences, training activities, equipment issues, demand fluctuations, and other operational disruptions.
• Coordinate with Workforce Management and operational leaders regarding staffing movements, schedule changes, and coverage recovery actions.
• Communicate workforce exceptions, staffing risks, and operational updates through approved escalation channels.
• Maintain attendance trackers, adherence logs, workforce records, and real-time monitoring reports.
• Prepare end-of-shift reports and workforce actuals used for staffing analysis, shrinkage reporting, and workforce planning.
• Ensure accuracy and integrity of workforce data by validating reports, investigating discrepancies, and maintaining proper documentation.
• Support continuous improvement initiatives related to workforce visibility, adherence monitoring, staffing optimization, and reporting processes.

QUALIFICATIONS & REQUIREMENTS:

• You must have a bachelor's degree in Business Administration, Operations Management, Industrial Engineering, Statistics, Mathematics, or a related field.
• You must have at least 3-4 years of experience in Workforce Management, Real-Time Analysis, Workforce Operations, Command Center, or a similar role.
• You must have experience in a BPO, contact center, shared services, or other high-volume operational environment.
• You must have strong knowledge of workforce concepts, including attendance, adherence, shrinkage, staffing variance, productive headcount, and coverage management.
• You must have experience conducting real-time workforce monitoring and intraday operational support.
• You must have strong analytical skills and the ability to interpret workforce data and identify operational risks.
• You must be proficient in Microsoft Excel or Google Sheets, including formulas, lookups, filters, and reporting tools.
• You must have strong communication and stakeholder management skills, with the ability to coordinate efficiently with Workforce Management, Operations, and Leadership teams.
• You must have excellent attention to detail and strong documentation practices.
• You must be capable of prioritizing multiple operational issues simultaneously in a fast-paced environment.
• You may have experience supporting multiple sites, workforce reporting, operations analytics, dashboards, or workforce planning initiatives.

Work Schedule: Flexible/Rotational shift

Work Setup: Onsite, Muntinlupa City