Job Description
Real Time Analyst – UnifyCX
UnifyCX in Quezon City is seeking a Real Time Analyst to monitor live call center operations, ensure optimal staffing and service levels, and make real‑time decisions across shifts.
Work Location / Setup: Philippines | On‑Site
Shift Schedule: 5‑day work week | Graveyard
What You Will Do
- Monitor real‑time call volume, agent status, and service levels
- Maintain schedule adherence and proper staffing throughout the day
- Manage agent skilling, breaks, and intraday schedule adjustments
- Respond to volume spikes and coordinate with Operations for support
- Track and report real‑time metrics and performance issues
- Escalate critical concerns to Workforce or Management teams
- Help maintain SLA and other key performance targets
- Use WFM tools and dashboards for monitoring and reporting
Required Qualifications
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