Real-Time Analyst (RTA)

📣 We’re Hiring: Real-Time Analyst (RTA)

Help us keep operations running smoothly by managing service levels, real-time performance, and workforce efficiency. If you’re analytical, quick-thinking, and thrive in a dynamic environment, this role is for you.

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Work Where People Matter

At Tech Mahindra Philippines, we’re a Certified Great Place to Work® — where your well-being, growth, and success come first. With thriving operations in Manila and Cebu, we offer a workplace built on collaboration, continuous learning, and a people-first culture.

Why You’ll Love Working With Us

• 🌱 Clear career growth and advancement opportunities
• 🎓 Ongoing training to sharpen your analytical and operational skills
• 🤝 A supportive and inclusive environment
• ❤️ Reliable health coverage
• 🎉 Referral bonuses when you bring great talent onboard

Your Day-to-Day Responsibilities

• Monitor and manage real-time queues, skill assignments, and workforce adjustments.
• Analyze trends and provide actionable insights to meet service level goals.
• Ensure timely and accurate real-time reporting across channels.
• Maintain the confidentiality and integrity of all data handled.
• Communicate effectively across sites to manage staffing and workflow in real time.
• Support floor operations by enforcing discipline and providing timely escalations.
• Generate dashboards, ad hoc reports, and performance trends.
• Adapt quickly to changes and make sound, real-time decisions that support service goals.
• Handle multiple tasks simultaneously while maintaining high accuracy.

Key Deliverables (KRA)

• Achieve Real-Time Adherence and Service Level/Abandon Rate targets consistently.
• Maintain accuracy and timeliness in real-time insights and reporting.
• Support both internal and external client communication effectively.
• Deliver dashboards and analysis for decision-making and operational improvement.
• Drive real-time adjustments that increase efficiency and customer satisfaction.

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What We’re Looking For

• Strong analytical and problem-solving skills.
• Proficiency in MS Excel and other MS Office tools.
• Avaya CMS knowledge is required.
• Ability to think strategically and identify operational opportunities.
• Willingness to work in a 24/7 shifting environment.
• Ability to handle pressure and proactively solve problems.
• Minimum 2 years of call center experience.
• At least 1 year of real-time queue management experience.
• Basic understanding of Workforce Scheduling.

Your Next Move

If you’re ready to take on a role where your decisions truly impact operations — we’d love to meet you . Apply today and build your career with Tech Mahindra Philippines.