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Real Time Analyst

Job Category:

Information Tech

Job Level:


Open Date:




Close date:


Client Overview:

Discover amazing career opportunities with a company that is all about helping people achieve their dreams and aspirations! 


Our client is a leading insurance and wealth and asset management group with global headquarters in Canada, operating regionally in Asia and the United States that 35,000 employees across the globe. Its global shared service centre in Quezon City and Lapu – Lapu City provides administrative, finance, investments, analytics, professional services, support, contact centre and information technology services to companies around the world and puts the customers at the forefront. 


The company aims to attract, develop and retain a diverse workforce and to foster an inclusive work environment that embraces the strength of cultures and individuals. 

Client Industry:


Job Description and Qualification:

Job Description

Key Accountabilities:

General Responsibilities:

·         Responsible for monitoring multi-site real time adherence, logging adherence issues, monitors absent line, coding real time schedule changes in Verint and reports system outage/ down time

·         Ensures that calls are handled meeting SLA’s by checking, reviewing and flagging auxiliary activities of agents who are scheduled to be taking in calls on a daily basis but are showing out-of-adherence

·         Actively manages volumes across sites to ensure optimal staffing levels

·         Handles schedule adjustments, process/approve agent VL applications, swap requests, overtime requests (based on need), offline activities and plot exception segments into the workforce tool on a daily basis

·         Communicates work schedules, monitor max waits for various call queues for the Canadian Division Contact Centre and queue performance for CGB

·         Monitor and report leave allocations to workforce management team that may trigger changes in staffing plan and schedules

·         Works with leaders and site managers to ensure adequate staff, maintain consistency of procedures and policies followed by CSP’s regarding Adherence and Conformance

·         Act as a single point of contact for WFM regarding system downtime that impact production. Tracks and reports issues and resolution/recommendations with the guidance and directive of WFM Team.

·         Attend to email inquiries and participate in activities, including Ad hoc tasks, designed to improve customer satisfaction and business performance

·         Create accurate and timely reports that reflect the Service Level performance

·         Identify best practices and optimize the use of department technology to improve division efficiency and effectiveness

Minimum Skills Requirement to Hire:

Internal Applicants

·         Minimum tenure of one year in current role

·         Less than 2% Sick Leave Utilization in the past 6 months

·         Consistently meets or exceeds individual performance goals in the past 6 months

·         No Disciplinary Actions in the past 6 months

·         Previous related work experience as Workforce or Real Time Analyst in a multi-site environment is preferred

Performance and Competency Requirements

·         Excellent working knowledge of call center operations, metrics and related technology

·         Knowledgeable in WFM Tools such as Verint Impact 360 ver 11, Avaya IQ

·         Proficiency in MS applications including Excel and Access including other relevant software

·         Completed Basic Excel Training, WFM Track and/ or WFM for Leaders with relevant output deployed post training

·         Strong PC skills with the ability to toggle between multiple applications within Citrix

·         Excellent relationship management and negotiation skills, including conflict resolution. Ability to perform extensive job requirements in high pressure environment with little supervision

·         Attention to detail and the ability to identify trends and best course of remedial action to support service delivery

Minimum Skills Requirements to Go-live:

·         Knowledge of Canadian Contact Centre Operation processes

·         Knowledge of tools and resources utilized by the Workforce Team

·         High level of mathematical, statistical and analytical skills

·         Prepares well-composed oral and written reports and presentations for management and business unit audiences      

·         Demonstrated knowledge of relevant responsibilities of the role such as service level monitoring; queue, skillset and call allocation management driven, daily approvals/exceptions, etc.

·         Knowledge of system issue escalation procedures.