{"id":3095469,"url":"https://alion.io/job/five-star-solutions-real-time-analyst-workforce-management","title":"Real-Time Analyst (Workforce Management)","company":{"id":672932,"name":"Five Star Solutions","domain":"getfivestar.com","url":"https://alion.io/company/getfivestar","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":null},"role":"HR","role_family":"HR","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mandaluyong, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":4500,"max_usd":11500,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":2951},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Google Sheets","optional":false},{"name":"Microsoft Excel","optional":false},{"name":"PHP","optional":true}],"status":"live","first_seen_at":"2026-10-22T14:38:33Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-10-26T23:18:14Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"We're growing our Workforce Management team and looking for a proactive, detail-oriented Real-Time Analyst (RTA) to support our US accounts. You'll be the eyes on the floor in real time. You'll watch queues, adherence, and staffing minute by minute, and act fast to keep service levels on target across multiple programs.\nIf you've been an RTA or WFM analyst in a BPO and you're comfortable making the call when the queue spikes, we'd like to hear from you.\nWhat You'll Do\nMonitor agent attendance, schedule adherence, and real-time status (aux, breaks, lunch, offline) throughout the shift.\nTrack call volumes, queue activity, service level, ASA, and abandonment across multiple client programs.\nSpot service level risks early and act on them right away: adjust breaks and lunches, move skills and queue assignments, and redeploy agents where needed.\nIdentify staffing gaps caused by absences, tardiness, attrition, or unplanned shrinkage, and coordinate coverage such as OT, VTO/VOT, or skill reassignments.\nMonitor occupancy, utilization, and agent availability to keep staffing efficient.\nMake sound, independent decisions within established WFM procedures.\nSend timely intraday updates to Operations (TLs, OMs) and WFM leadership on SL risks, staffing concerns, and actions taken.\nPrepare and distribute accurate intraday, end-of-shift, and daily performance reports.\nWork closely with Operations, Team Leaders, and the WFM team to resolve staffing challenges.\nTake customer calls during peak volume when operationally necessary.\nWhat We're Looking For\nAt least 1-2 years of WFM experience in a BPO or call center, preferably as a Real-Time Analyst.\nSolid understanding of call center metrics: service level, AHT, occupancy, shrinkage, adherence, and conformance.\nConfident decision-maker who can act independently and stay composed during queue spikes.\nAble to monitor several queues or client programs at the same time.\n Strong MS Excel skills (VLOOKUP/XLOOKUP, pivot tables, conditional formatting); Google Sheets is a plus.\nExcellent written and spoken English, since you'll be communicating with US-based stakeholders.\nHighly organized, detail-oriented, and dependable.\nAt least a college level or graduate of any 4-year course.\n Willing to work onsite in Mandaluyong on a night shift.\nNice to Have\nExperience supporting multiple clients or programs in a BPO.\nHands-on experience with WFM or contact center platforms such as Verint, NICE IEX, Genesys Cloud, Amazon Connect, Five9, or similar.\nExperience monitoring multi-channel queues (voice, chat, and email).\nUS account experience.\nSchedule\nNight shift aligned with US business hours.\nRotating weekend duty (every other weekend).\nMust be flexible with schedule changes based on business needs, including holidays.\nExcellent attendance and punctuality are required, because the floor depends on you.\nWhat We Offer\n PHP 40,000 basic salary + PHP 2,000 monthly allowance (PHP 42,000 total monthly package)\nNight differential pay\n HMO coverage after just 30 days of employment\n13th month pay and all government-mandated benefits (SSS, PhilHealth, Pag-IBIG)\nPaid leave credits\nOpportunity to grow with a fast-scaling team in Rockwell, Mandaluyong","description_format":"text","description_chars":3204,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-10-22T16:00:10Z"}],"visa":[],"liveness":{"score":73,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.809,"p_room":0.9,"age_days":3,"expected_fill_days":9,"reasons":["conf:1","win:mid","comp:junior"],"computed_at":"2026-10-26T05:57:25Z"},"pay":null,"html_url":"https://alion.io/job/five-star-solutions-real-time-analyst-workforce-management","json_url":"https://alion.io/job/five-star-solutions-real-time-analyst-workforce-management.json","meta":{"generated_at":"2026-10-27T01:39:41Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":574,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-28T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":672932},"rest":"https://alion.io/mcp/rest/get_company?id=672932"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ffive-star-solutions-real-time-analyst-workforce-management"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ffive-star-solutions-real-time-analyst-workforce-management"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ffive-star-solutions-real-time-analyst-workforce-management"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/five-star-solutions-real-time-analyst-workforce-management\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffive-star-solutions-real-time-analyst-workforce-management"}]}