Offer summary

Qualifications:

3+ years of experience in workforce management or as a real-time analyst., Strong understanding of workforce management principles and multichannel support environments., Proficiency in WFM tools like LiveOps, NICE, Verint, and Genesys., Excellent communication skills and attention to detail..

Key responsabilities:

Monitor real-time agent activity across various support channels.

Track schedule adherence and flag deviations promptly.

Communicate with supervisors regarding service level risks and staffing gaps.

Maintain accurate logs of agent activity and generate performance reports.

Job description

NeoWork is on the lookout for a skilled Real-Time Analyst (Workforce Management Specialist) to join our dynamic team. 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. This role operates independently from the supervisory structure, ensuring unbiased and objective monitoring of agent productivity and schedule compliance.

RTAs play a central role in live operations, driving swift interventions when necessary to prevent service level drops, address schedule deviations, and maintain overall productivity. The ideal candidate brings not just RTA experience, but a strong foundation in workforce management principles, combined with agility in tools and excellent communication skills.

Responsibilities

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

Requirements

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

Benefits

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.

Required profile