Company Description Helpware helps innovative brands scale faster, smarter, and more sustainably by combining AI-enabled business process management with dedicated, high-performing teams. The company delivers measurable results across customer experience, technology, and growth marketing for clients worldwide. Helpware's model focuses on aligning the right people, processes, and technology to drive business transformation. Team members join a culture that values collaboration, continuous improvement, and data-driven performance, offering opportunities to contribute to impactful, tech-enabled solutions.
Role Description This full-time Real Time Analyst role is an on-site position based in Cebu. The Real Time Analyst monitors call volumes, queues, and agent activity in real time to ensure service levels and performance targets are met. This role adjusts intraday staffing plans, reallocates resources, and updates schedules to respond to changing demand. The analyst communicates with operations leaders and frontline teams about performance trends, alerts, and recommended actions. Daily responsibilities include using workforce management tools, generating intraday reports, flagging risks to service levels, and supporting continuous improvement in efficiency and customer experience.
Qualifications
- Candidates should possess strong Analytical Skills for monitoring metrics, identifying trends, and making data-driven recommendations.
- Candidates should possess Workforce Management and Workforce Planning skills for forecasting, scheduling, and intraday staffing adjustments.
- Candidates should possess experience with eWFM or similar workforce management platforms for real-time monitoring and reporting.
- Candidates should possess effective Communication skills for coordinating with operations leaders, support teams, and stakeholders.
- Experience in contact center or BPO environments, especially in real-time or workforce analyst roles, is highly beneficial.
- Ability to work on-site in Cebu, handle fast-paced environments, and manage multiple priorities with attention to detail.
- Proficiency in Excel or other data analysis tools and familiarity with KPI reporting and service level management.
- A relevant diploma or degree in business, statistics, mathematics, or a related field is preferred but not mandatory.
