Discover your 100% YOU with MicroSourcing!
Position: Real-Time Analyst
Location: Harton Corporate Center, Parañaque City
Work setup & shift: Onsite I Shifting Schedule
Why join MicroSourcing
You'll Have
- Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses.
- A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
- Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
- Career Growth: Take advantage of opportunities for continuous learning and career advancement.
- Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
Your Role
As a
Real-Time Analyst (RTA), you will:
- Monitor real-time performance metrics (SLA, ASA, AHT, Queue Stability, Occupancy, and Schedule Adherence) across Inbound Voice, Outbound, and Administrative workstreams.
- Analyze intraday variances between actual performance and forecasts to identify volume spikes, staffing gaps, and shrinkage trends.
- Execute tactical staffing adjustments including break optimization, skill reallocations, offline activity management, overtime, and VTO to meet operational targets.
- Communicate timely operational updates, service risk escalations, and actionable recovery plans to Operations and WFM leadership.
- Produce and distribute accurate intraday reporting on interval performance, staffing actions, and key contact center metrics.
What You Need
Non-negotiables
- Proven experience in real-time workforce management within a multi-skilled contact center environment.
- Hands-on experience supporting Inbound Voice, Outbound, and Administrative workstreams.
- Proficiency in major Workforce Management platforms (e.g., NICE CXone WFM, NICE IEX, Verint, Calabrio, or Genesys WFM).
- Strong analytical proficiency in Microsoft Excel and contact center reporting tools.
- Solid understanding of intraday management, forecasting/scheduling concepts, capacity planning principles, and operational metrics.
Preferred Skills/expertise
- Bachelor's degree in any business, IT, mathematics, or relevant field.
- Strong decision-making skills under pressure with a track record of driving queue stability during high-volume spikes.
- Excellent stakeholder management and communication skills to collaborate effectively with Operations leaders.
- Ability to identify opportunities for reducing staffing leakage and optimizing resource utilization.
- Flexibility to support a 24/7 contact center operation, including rotating shifts, weekends, and public holidays.
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About MicroSourcing
With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.
Our commitment to 100% YOU
MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.
At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!
For more information, visit https://www.microsourcing.com/
