[Hiring] Real-Time Analyst @NeoWork
Apr 06, 2025 - NeoWork is hiring a remote Real-Time Analyst. 💸 Salary: php 35,000.00 - $40,000.00 per month. 📍Location: Philippines.
Role Description
The Real-Time Analyst (RTA) is a vital member of the Workforce Management (WFM) team, responsible for maintaining operational efficiency, ensuring team adherence, and driving proactive support across all CX channels.
- Monitor real-time activity of agents across all support channels (voice, chat, email, etc.)
- Track and ensure adherence to schedules, flagging deviations promptly
- Observe breaks, login/logout behavior, and queue statuses to ensure coverage
- Escalate potential service level risks and staffing gaps in real time
- Communicate proactively with supervisors or team leads when interventions are needed
- Maintain detailed and accurate logs of agent activity and adherence
- Generate and share intraday performance reports and trend summaries
- Navigate WFM and CRM systems efficiently and accurately
- Ensure clean, up-to-date data across all relevant tools and platforms
- Troubleshoot basic system issues and escalate technical problems as needed
Qualifications
- 3+ years of experience in workforce management or real-time analyst role
- Strong grasp of WFM fundamentals, not just real-time monitoring
- Experience in multichannel/omnichannel support environments
- Proficiency in navigating WFM tools (e.g., LiveOps, NICE, Verint, Genesys, etc.)
- Excellent attention to detail and commitment to data hygiene
- Clear and professional communication skills, especially during escalations
- Coaching-driven mindset with a bias for action and proactivity
- Ability to operate in low-maturity or evolving WFM environments
- Highly adaptable and comfortable working independently
Requirements
- Salary Budget: PHP 35,000.00 - $40,000.00 per month, depending on experience
- The work hours generally align with standard business hours in the US, with some potential flexibility depending on the client's needs.
- This is a 100% home-based position
- We prioritize the mental health of our team members and offer mental health days to support their well-being
- Holiday Extra Month Pay
- Health Insurance for Independent Contractors (PhilCare)
- Gym Stipend/Reimbursement to promote physical well-being
- In addition to the base salary, performance-based incentives are provided.
- There is an annual review and appraisal process in place.
- There are ample opportunities for professional growth and advancement within the company.
Company Description
At NeoWork, success is measured not just in metrics, but in human connections. We are proud to continue attracting and retaining dedicated team members who are passionate about driving meaningful change. Together, we redefine what is possible, embracing a growth mindset in a global landscape of talent and innovation.
Similar Remote Jobs
More jobs at NeoWork
-
All others php 35,000 to 40,000 PhilippinesMar 13, 2025
-
Data Analysis $2,000.00 to $3,000.00 usd USAMar 09, 2025
-
All others $4,000,000.00 to $6,000,000.00 per month AmericasMar 09, 2025
More Customer Service jobs
-
Customer Service $45,760-$54,080 annually USAApr 12, 2025
-
Customer Service $20.43 - $25.03 per hour USAApr 12, 2025
More jobs in Philippines
-
QA competitive hourly rate, based on experience. USA, PhilippinesApr 12, 2025
-
Marketing unspecified PhilippinesApr 12, 2025
-
Marketing unspecified PhilippinesApr 12, 2025
Kickstart Your Job Search
Unlock 54,472 additional remote jobs, advanced search & email notifications
Too many emails? Declutter your inbox with Meco
Your home for reading newsletters
| 📍 | Be aware of the location restriction for this remote position: Philippines |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
|
Salary
💸
php 35,000.00 - $40,000.00 per month
|
Remote
Location
Philippines
|
|
Job Type
full-time
|
Posted
Apr 06, 2025
|
| 📍 | Be aware of the location restriction for this remote position: Philippines |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
