Support the Workforce Engine Behind Large-Scale Media and Publishing Success
Take your workforce management expertise into a globally influential media environment as a Real Time Analyst supporting high-volume customer operations. Your real-time decisions will help maintain service levels, operational efficiency, and customer experience across large-scale digital platforms. Through Emapta, gain global exposure, continuous upskilling, competitive rewards, and a top 1% employee experience built for high performers.
Job Overview
- Employment type: Full-time
- Shift: Day Shift
- Work setup: Onsite, Ortigas (transition to Hybrid setup)
- Salary: Earn up to PHP85,000
Exciting Perks Await!
- Pioneer opportunity to help build a high-performing team from the ground up
- Competitive Salary Package
- Day 1 HMO coverage with free dependent
- Transition to Hybrid work arrangement
- Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
- Day shift schedule
- Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
- Unlimited upskilling through Emapta Academy courses (Want to know more Visit https://emapta.com/training-calendar/)
- Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
- Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
- Unlimited opportunities for employee referral incentives across the organization
- Standard government and Emapta benefits
- Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
- Fun engagement activities for employees
- Mentorship and exposure to global leaders and teams
- Career growth opportunities
- Diverse and supportive work environment
The Qualifications We Seek
- 3-5 years of experience in real-time management within contact center and omni-channel operations
- At least 2 years supporting Australian customers across diverse demographics preferred
- Strong experience with Genesys and workforce management tools for forecasting, capacity planning, and schedule adherence
- Experience managing omni-channel operations across voice, chat, email, and digital support channels
- Proficient in Power BI, Excel, and Google Sheets
- Strong analytical, decision-making, and problem-solving skills in fast-paced operational environments
- Ability to interpret live operational data and drive customer experience and performance outcomes
- Strong stakeholder coordination and communication skills across cross-functional teams
- Experience in high-volume operations focused on performance optimization and continuous improvement
- Resilient, adaptable, and proactive in handling operational challenges and real-time workforce demands
Your Daily Tasks
Operational Excellence & Contact Center Performance Management
- Continuously monitor contact center performance, including call volumes, queue times, agent availability, and service levels to ensure daily operations remain on track
- Make real-time workforce allocation decisions in response to changing business demands, including managing agent availability, reassigning resources, and coordinating schedules to maintain operational efficiency
- Respond quickly to unexpected events such as demand spikes, system issues, or unplanned absences by implementing immediate solutions that minimize service disruption
- Work closely with team leaders and operations teams to communicate real-time updates, provide recommendations, and align on operational actions that maintain performance targets
- Support daily operational execution by ensuring schedule adherence and identifying opportunities to improve utilization and service delivery
Culture, Engagement & People
- Handle queue management through overall and intraday monitoring to ensure achievement of service levels and operational metrics
- Provide solutions and recommendations for improved rostering strategies that balance operational requirements and workforce well-being while maintaining efficiency and service excellence
- Promptly and accurately communicate adjustments to forecasts, schedules, or staffing plans to relevant stakeholders
Compliance, Risk & Governance
- Ensure full compliance with Australian regulatory requirements, industry standards, and internal company policies across all contact center activities
- Proactively identify and mitigate operational and compliance risks through early intervention and proper escalation procedures
- Support investigations and root cause analysis for major incidents or service failures, including assisting with incident management alongside the Workforce Management team and wider operations teams during outages or operational disruptions
Join the Top 1% Talent. A better career. A better life.
Welcome to Emapta Philippines, where high-performing professionals build long-term global careers with leading international companies. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and a finalist in the 2026 Inspiring Workplaces Awards Asia, Emapta delivers a workplace defined by stability, growth, and purpose. Here, your career moves forward with meaningful opportunities, world-class support, and a culture built for excellence.
Apply now and be part of the #EmaptaEra.
