Real Time Analyst (Fintech)

Location: Quezon City, Philippines

Company

hirify.global provides payment technology and software solutions for credit, debit, prepaid, and merchant services.

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.
• Optimize staffing and resources through real-time adjustments and shrinkage management.
• Provide performance reports, operational insights, and updates to 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 with advanced Microsoft Excel knowledge may be considered.
• Strong analytical ability and experience interpreting data to create actionable workforce plans.
• Excellent attention to detail, communication skills, and knowledge of key call center metrics.

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

• Work with inclusive and global teams in the payments technology industry.
• Learn from experienced professionals and access opportunities for career development.
• Work in a fast-paced environment focused on innovation, ownership, collaboration, and continuous improvement.
• Equal employment opportunities and reasonable accommodations are provided in accordance with applicable requirements.