Real-Time Analyst (RTA) – Manila, Philippines

Are you ready to take control of real-time operations in a dynamic contact center environment? At Fusion CX, we are hiring a Real-Time Analyst (RTA) to support our Workforce Management (WFM) function in Manila. This is a critical role that helps ensure service levels are met, resources are optimized, and the right people are in the right place at the right time. If you thrive in fast-paced environments, are detail-oriented, and possess a strong command of forecasting tools and scheduling platforms, this is your opportunity to make a meaningful contribution to operational success.

Job Description – Real-Time Analyst (RTA)

About the Role

As a Real-Time Analyst at Fusion CX, you will be responsible for managing intraday workforce activities to meet service level agreements and business goals. You will coordinate staffing allocations, monitor contact center performance in real-time, and flag anomalies while analyzing and reporting on workforce metrics. Your role supports cross-functional collaboration, planning accuracy, and operational responsiveness.

Key Roles and Responsibilities

• Coordinate appropriate staffing allocation and availability of call center staff to achieve service level objectives.
• Monitors the site to ensure optimal staffing levels.
• Adjusts intraday forecasts based on known business drivers to determine required staffing levels by projecting call volumes, call duration, and staffing needs using current trends and historical data.
• Administers volume contingency action plans as deemed necessary and appropriate.
• Runs and analyzes reports to make recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
• Facilitates real-time discussions with relevant stakeholders.
• Completes root-cause analysis to identify and quantify reasons for forecast variance and recommends changes to improve forecast accuracy and effectiveness.
• Processes daily exception requests, updates schedules, and responds to escalated issues and ad-hoc requests.
• Ensures that all reports generated by the department are accurate and reliable.
• Assists with the integration and implementation of new call center technologies.
• Performs other duties and responsibilities not specifically outlined herein but which are logically and properly inherent to the position.
• Manages real-time agent AUX usage, AHT control, and adherence.
• Raises flags for any abnormalities.

Transferable Skills:

• Intermediate knowledge of call center management and all related calculations
• Intermediate knowledge of various forecasting and scheduling software
• Strong organizational skills
• Ability to prioritize workload, meet deadlines, and perform multiple tasks with attention to detail
• Ability to communicate call center data and forecasts to all levels of employees in an understandable manner
• Ability to work independently with minimal supervision
• Capability for problem-solving

Job Requirements – Real-Time Analyst (RTA)

Qualifications & Requirements

• Minimum of 1 year of related experience in Workforce Management or real-time analysis.
• Graduate of any college course, preferably in Statistics, Mathematics, or Economics.
• Strong interpersonal and people management skills with a problem-solving mindset.
• Demonstrated customer service skills and professional communication.
• Proficient in Microsoft Excel, Word, and PowerPoint.
• Hands-on experience in WFM tools (e.g., IEX, Aspect, Blue Pumpkin).
• Familiarity with at least one voice ACD system (e.g., Avaya CMS, Nortel, Genesys).
• Knowledge of forecasting, scheduling, capacity planning, and analytics.
• Awareness of COPC certifications, Lean, Six Sigma, and optimization techniques.
• Understanding of BPO operations, billing models, and optimization techniques.
• Skilled at presenting complex data in an understandable format across various teams.

Why Join Fusion CX?

At Fusion CX, we don’t just deliver customer experience, we shape it through operational excellence. As a Real-Time Analyst in our Manila team, you will:

• Be part of a performance-focused culture that values agility, insight, and precision.
• Collaborate with global operations teams in a people-first, technology-enabled environment.
• Gain hands-on exposure to enterprise-grade WFM systems and optimization strategies.
• Enjoy structured learning, continuous development, and career growth opportunities.
• Contribute directly to a company that blends innovation with impact.

Ready to make every second count? Apply now and help us keep performance on track at Fusion CX Manila.