Real-Time Workforce Analyst

Location: Manila, One Ayala Tower 2, Philippines

Company

ING is an international banking organization with approximately 65,000 employees and operations in around 40 countries.

What you will do

• Monitor contact center queues, service levels, volume fluctuations, average handling time, and agent availability in real time.
• Implement intraday interventions, including break management, skill adjustments, workload redistribution, overtime and undertime requests, and task reassignment.
• Perform intraday reforecasting based on emerging trends, incidents, and unplanned shrinkage.
• Coordinate with agents, Team Leaders, Operations, HR, IT, and Workforce Planning to resolve attendance, adherence, staffing, and service-delivery issues.
• Manage escalations related to operational disruptions, system outages, and workforce management tools.
• Deliver hourly updates, intraday reports, end-of-day summaries, gap analyses, and recommendations for operational decisions.

Requirements

• Bachelor's degree.
• At least 3 years of experience as a Real-Time Analyst in a BPO, contact center, or shared services environment.
• Strong knowledge of workforce management, real-time analysis, and operational performance metrics.
• Advanced Microsoft Excel skills, including Macros, and experience with Power BI.
• Strong analytical, problem-solving, communication, and stakeholder management skills.
• Ability to work independently and coordinate across multiple teams in a fast-changing environment.

Culture & Benefits

• Collaborative and inclusive working environment.
• Cross-functional exposure to Operations, HR, IT, Workforce Planning, and Team Leaders.
• Opportunity to contribute to initiatives with direct business impact.
• Full-time employment at the Manila location.

Hiring process

• Submit an application through the official ING careers site via Workday.
• Applications should be submitted only through official ING platforms.