Real Time Analyst (Onsite)

About the role

Moder Solutions is seeking a highly analytical and detail-oriented Real Time Analyst (RTA) to join our Workforce Management team in Alabang. In this role, you will monitor contact center performance in real time, ensuring service levels, staffing alignment, and operational objectives are consistently achieved. You will work closely with Operations, Workforce Management, vendor partners, and client stakeholders to identify performance trends, mitigate risks, and support data-driven decisions that enhance customer experience and business outcomes.

Key responsibilities

• Monitor real-time contact center performance, including service levels, staffing utilization, schedule adherence, queue management, and agent non-adherence events.
• Execute intraday workforce management activities to address workload fluctuations and maintain service delivery targets.
• Identify performance risks, staffing gaps, and service-level challenges, and provide timely recommendations to stakeholders.
• Coordinate real-time staffing adjustments and resource allocation to optimize operational performance.
• Analyze workforce and operational trends to generate meaningful insights and support business decisions.
• Prepare and communicate intraday reports, performance updates, and recommendations to leadership teams.
• Support business continuity during volume spikes, system outages, and operational disruptions.
• Partner with Operations, Workforce Management, and vendor teams to ensure alignment with business objectives.
• Maintain compliance with workforce management processes, governance standards, and best practices.

About you

• Bachelor's Degree or equivalent combination of education and relevant experience.
• At least 2-4 years of Workforce Management experience, preferably in a contact center or BPO environment.
• Hands-on experience with Workforce Management platforms such as NICE, Verint, Aspect, Genesys, or similar systems.
• Familiarity with telephony and contact center technologies such as Avaya, Cisco, Amazon Connect, Five9, or equivalent platforms.
• Strong understanding of contact center operations, service-level management, and workforce planning principles.
• Proficient in Microsoft Office applications, particularly Excel, and workforce reporting tools.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent verbal and written communication skills.
• Ability to thrive in a fast-paced environment and manage multiple priorities effectively.
• Customer-focused mindset with a commitment to service excellence.

Benefits

• Competitive Salary Package
• HMO Coverage + 1 Free Dependent
• Life Insurance
• Career Growth Opportunities
• Dynamic and Collaborative Work Environment
• Night Differential

About us

Moder Solutions is seeking a highly analytical and detail-oriented Real Time Analyst (RTA) to join our Workforce Management team in Alabang.