# Real Time Analyst (Pioneer Account/Company) > Prime System Solutions · Quezon City, Philippines · Full-time · Posted 2026-06-29 **Salary:** unknown currency 30,000–40,000 **Workplace:** on_site ## Description The Real-Time Analyst (RTA) serves as the operational command center for the Customer Experience team, responsible for real-time performance monitoring, workforce optimization, and service level management across both internal and vendor-supported operations. This role extends beyond monitoring by driving real-time decision-making, intraday workforce optimization, performance risk mitigation, and cross-functional coordination to ensure alignment between staffing, customer demand, and service level objectives. As the organization continues to strengthen its Workforce Management (WFM) capabilities, the RTA will play a key role in supporting WFM processes, maintaining system discipline, improving reporting accuracy, and collaborating with stakeholders to support current and future workforce planning initiatives, including Genesys-based workforce management processes. ### Key Responsibilities - Monitor real-time performance across all Customer Experience queues, including internal and vendor-supported operations, and identify service level risks by tracking metrics such as SLA, ASA, abandonment rate, occupancy, and agent adherence. - Execute approved real-time workforce management actions, including schedule adjustments, skill reassignments, break and lunch optimization, and overtime (OT) or voluntary time off (VTO) decisions within established governance guidelines. - Maintain accurate decision logs, follow structured escalation procedures, and document actions, risks, and outcomes to ensure operational transparency and leadership visibility. - Perform intraday forecasting adjustments, update staffing requirements within the Workforce Management (WFM) platform, and analyze variances in call volume, Average Handle Time (AHT), and staffing to improve forecast accuracy. - Monitor shrinkage and adherence by identifying behavioral, scheduling, or operational trends, recommending corrective actions to improve workforce efficiency and reduce performance gaps. - Lead real-time operational responses during volume spikes, staffing shortages, system outages, or other service disruptions by coordinating with Operations, IT, Workforce Management, and vendor partners. Conduct post-incident reviews to identify root causes and recommend preventive actions. - Ensure Workforce Management system integrity by validating schedules, staffing data, real-time metrics, dashboards, and reporting accuracy across all systems. - Balance customer service objectives with operational efficiency by managing staffing decisions that optimize both service levels and labor costs across internal and vendor-supported teams. - Prepare and deliver intraday, daily, and weekly performance reports highlighting key metrics, emerging risks, actions taken, operational trends, and recommendations for continuous improvement. ## Requirements ### Required Education - High school diploma or equivalent required. - Associate's or Bachelor's degree in Business, Operations, Analytics, Finance, or a related field is preferred. ### Required Experience - 3–5 years of experience in Contact Center Operations, Workforce Management (WFM), Real-Time Analysis (RTA), or a similar service environment. - Strong knowledge of contact center metrics, including Service Level, ASA, Abandonment Rate, Occupancy, Adherence, Shrinkage, and Staffing. - Experience making real-time operational decisions in a fast-paced, high-volume environment. - Advanced proficiency in Microsoft Excel and data analysis, with the ability to interpret operational data and provide actionable recommendations. ### Preferred Experience - 2–3 years of experience in Real-Time Analysis (RTA), Workforce Management (WFM), Scheduling, or Intraday Planning. - Experience using Workforce Management platforms such as Genesys or similar WFM and telephony systems. - Experience in utilities, renewable energy, subscription billing, or comparable industries is an advantage. - Experience in highly structured environments such as telecommunications, banking, insurance, healthcare, logistics, or other multi-channel customer operations is also highly valued. ### Key Competencies - **Communication & Collaboration:** Communicates effectively with Operations, leadership, IT, vendors, and cross-functional teams while providing clear updates on operational performance and risks. - **Problem Solving:** Analyzes issues quickly, identifies root causes, and makes sound decisions to protect service levels and operational efficiency. - **Results Orientation:** Takes ownership of real-time workforce decisions and responds promptly to changing business needs while following established processes. - **Business Acumen:** Understands the relationship between staffing, customer experience, operational performance, and business objectives. - **Analytical Skills:** Uses operational data to improve forecast accuracy, identify trends, and recommend continuous process improvements. ### Success Measures A successful Real-Time Analyst consistently protects service levels, optimizes staffing through effective real-time decision-making, improves forecast accuracy, strengthens adherence and shrinkage management, and delivers timely, data-driven insights that support operational performance. ### Work Environment This is a desk-based role requiring prolonged computer use, continuous monitoring of multiple systems, rapid decision-making, and regular collaboration with leadership, internal teams, and vendor partners. ## Benefits - Competitive salary package - Government-mandated benefits (SSS, PhilHealth, and Pag-IBIG) - HMO coverage - Night Differential Pay (for applicable shifts) - Paid Time Off (Vacation Leave and Sick Leave) - Ongoing training and professional development - Career growth and advancement opportunities - Supportive and collaborative work environment ## Apply [Apply at Prime System Solutions](https://apply.workable.com/prime-system/j/C2CDB6DFFE/apply) --- Powered by [Workable](https://www.workable.com)