Unify CX is looking for an extraordinary
Real Time Analyst to join our motivated and ambitious team.
Role: Real Time Analyst
Work Location/Setup: Philippines | On-Site
Shift Schedule: 5-day work week | Shifting Schedule | Graveyard
What Will You Do
As the
Real Time Analyst is responsible for monitoring live call center operations to ensure optimal staffing, schedule adherence, and service levels throughout the day. They track agent activity, manage skilling and breaks, respond to spikes in volume, and coordinate with operations to make real-time decisions. The RTA plays a key role in maintaining service efficiency and ensuring a smooth workflow across shifts.
- Monitor real-time call volume, agent status, and service levels
- Ensure schedule adherence and proper staffing throughout the day
- Manage skilling, breaks, and intraday schedule adjustments
- Respond to volume spikes and coordinate with Operations for support
- Track and report real-time metrics and performance issues
- Escalate critical concerns to the Workforce or Management teams
- Help maintain SLA and other key performance targets
- Use WFM tools and dashboards for monitoring and reporting
Who Are You:
To be considered, candidates are expected to have the following:
Required Qualifications:
- Bachelor's degree or equivalent work experience
- At least 12 years of experience in Workforce Management or RTA role
- Familiarity with WFM tools (e.g., NICE, Verint, Genesys, or similar)
- Strong understanding of call center metrics (SLA, AHT, shrinkage, etc.)
- Proficient in MS Excel and other reporting tools
- Excellent attention to detail and time management skills
- Strong analytical and problem-solving abilities
- Good communication and coordination skills
- Ability to work on shifting schedules, including weekends or holidays
Preferred Qualifications:
- Experience with advanced WFM platforms (e.g., NICE IEX, Verint, Genesys Cloud)
- Knowledge of intraday forecasting and schedule optimization
- Background in multi-site or multi-program support
- Proficiency in reporting tools like Power BI, Tableau, or Google Data Studio
- Familiarity with BPO operations and client KPIs
- Strong analytical background with the ability to interpret data trends
- Ability to thrive in a fast-paced, high-pressure environment
- Prior experience collaborating with Operations and Workforce teams
Who We Are:
UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman customer experiences through a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools like GoTalent.AI, Voice of Customer, and automatic QA. Our outcome-based model prioritizes measurable results for more than 200 client programs serviced today. With a focus on automation, talent enablement, strategic partnerships, and strict data ethics, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact.
