We're looking for a detail-oriented and analytical Lead-Real Time Analyst to join our dynamic operations team in Taguig, Philippines. In this pivotal role, you'll be the expert voice on the floor, driving real-time performance excellence and ensuring our team consistently meets contractual KPIs. You'll combine your analytical prowess with collaborative leadership to support supervisors, mentor team members, and deliver actionable insights that optimize service delivery and operational efficiency.

• Monitor real-time queue performance and identify risks to contractual KPIs including Service Level, Abandonment Rate, Line Adherence, Handling Capacity, and SIR
• Analyze service level performance at interval levels against planned AHT, Auxiliary time, and Shrinkage, correlating findings with consultant-level non-adherence
• Make timely, decisive call-outs to floor supervisors regarding performance deviations and staffing concerns, recommendin...