Real Time Analyst (Workforce Management)

Location: Quezon City, Philippines

Company

hirify.global operates in the payments and global commerce industry.

What you will do

• Monitor real-time agent performance, queues, and service levels across all channels.
• Track schedule adherence, manage exceptions, and escalate operational issues.
• Respond to system issues, volume spikes, staffing gaps, and other operational disruptions.
• Adjust staffing and resources in real time, including shrinkage management.
• Prepare timely reports, performance insights, and updates for stakeholders.

Requirements

• At least 1 year of experience as a Real-Time Analyst, or 1 year as a CSR/TSR in a contact center or BPO environment.
• Fresh graduates may be considered with advanced Microsoft Excel knowledge and a willingness to learn.
• Strong analytical ability to interpret data and create actionable workforce plans.
• Excellent attention to detail and communication skills.
• Understanding of key call center metrics in fast-paced environments.

Nice to have

• Experience with WFM tools such as Genesys, Verint, NICE, AWS, or Talkdesk.
• Understanding of Service Level, AHT, Occupancy, Adherence, and Shrinkage metrics.
• Degree in Business, Finance, Mathematics, Economics, or a related quantitative field.

Culture & Benefits

• Inclusive and globally oriented working environment.
• Opportunities to learn from experienced industry professionals.
• Fast-paced environment with opportunities for professional growth.
• Culture focused on client thinking, ownership, teamwork, curiosity, and continuous improvement.