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Real Time Analyst | BPO hiring

Company

HGS

Location

quezon city, metro manila

Posted

July 02, 2026

Position Overview

  • Monitoring and managing the call volume queues Real Time to meet daily Service Level target while maintaining intraday service consistency.
  • Managing agent schedule adherence by planning, monitoring and reporting agent activities
  • Managing break schedules especially on instances of unforeseen events (i.e. call surges, high absenteeism, system issues, etc.)
  • Generating and publishing accurate intraday performance reports on volume, AHT, staffing, Service Level and abandon on an hourly basis
  • Tracking, reporting and coordinating system concerns with Operations, IT team and client as defined in the downtime process
  • Managing avail time by recommending intraday activities based on threshold
  • Managing pre shift and post shift overtime hours to minimize unnecessary people cost
  • Conducting test calls at the start of operations to ensure that phone lines are working properly
  • Attending to and validating the sys...

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