Realtime Analyst (Davao Onsite)

About the role

The Real-Time Analyst (RTA) role involves monitoring queues, staffing levels, and service performance in real time, tracking and escalating operational incidents, and ensuring accurate reporting and analysis of daily operations. The RTA supports workforce management by identifying staffing gaps, coordinating with multiple teams, and maintaining compliance with attendance and scheduling policies.

Key responsibilities

• Monitor queues, staffing levels, and service performance in real time
• Track, log, and escalate operational incidents and outages
• Monitor schedule and roster adherence, attendance, breaks, and shift compliance
• Analyze daily MIS and operational reports
• Provide feedback to Scheduling on staffing and break allocations
• Provide feedback to Forecasting on call volume and AHT variances
• Ensure all reports are accurate and delivered on time
• Escalate high call volumes, high absenteeism, system downtime, schedule non-adherence, and KPI risks to Operations and Management
• Maintain accurate attendance records and updates
• Review dispute requests and ensure policy compliance

About you

• Strong analytical skills
• Accuracy and timeliness
• Effective communication and escalation management
• Proactive workforce planning and support