Real Time Analyst
IBM · Quezon City, Philippines · Enterprise Operations
About this role
IBM is hiring a mid-level Data Analyst based in Quezon City, Philippines. The posting calls out experience with Data Analytics, Power BI.
- Role
- Data Analyst
- Function
- data engineering
- Level
- mid
- Track
- Individual contributor
- Employment
- Full-time
- Location
- Quezon City, Philippines
- Department
- Enterprise Operations
More roles at IBM
Job description
from IBM careersIntroduction
A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You’ll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You’ll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.
Your role and responsibilities
Job Description:
The Real Time Analyst is responsible for monitoring and managing real-time call center operations to ensure service level targets, staffing requirements, and operational goals are achieved. This role involves analyzing intraday performance, making staffing adjustments, and coordinating with operations, leadership, and other support teams to address changes in call volume, absenteeism, and business needs.
Roles and Responsibilities:
Real-Time Monitoring & Performance Management
- Monitor live operational metrics (volume, SLA, AHT, queue, staffing levels)
- Track real-time performance using tools like NICE and Clearview
- Identify risks and take immediate action to maintain service levels
Onsite Visibility (Floor Support)
- Conduct floor walks to validate real-time data vs actual agent activity