Real-Time Analyst - Workforce Management
About the job
- At least 1–2 years of workforce management experience in a BPO or call center, preferably as a Real-Time Analyst.
- Understand call center metrics, including service level, average handle time, occupancy, shrinkage, adherence, and conformance.
- Be able to monitor several queues or client programs simultaneously.
- Have strong Microsoft Excel skills, including VLOOKUP/XLOOKUP, pivot tables, and conditional formatting.
- Have excellent written and spoken English to communicate with US-based stakeholders.
- Be at least college level or a graduate of any four-year course.
- Be willing to work onsite in Mandaluyong on a night shift.
- Be flexible with schedule changes based on business needs, including holidays.
- Have experience supporting multiple clients or programs in a BPO.
- Have hands-on experience with workforce management or contact center platforms such as Verint, NICE IEX, Genesys Cloud, Amazon Connect, or Five9.
- Have experience monitoring multi-channel queues, including voice, chat, and email.
- Have US account experience.
- Monitor agent attendance, schedule adherence, and real-time status, including auxiliary status, breaks, lunch, and offline time throughout the shift.
- Track call volumes, queue activity, service level, average speed of answer, and abandonment across multiple client programs.
- Identify service level risks early and respond by adjusting breaks and lunches, moving skills and queue assignments, and redeploying agents as needed.
- Identify staffing gaps caused by absences, tardiness, attrition, or unplanned shrinkage, and coordinate coverage such as overtime, voluntary time off/voluntary overtime, or skill reassignments.
- Monitor occupancy, utilization, and agent availability to maintain efficient staffing.
- Make independent decisions within established workforce management procedures.
- Send timely intraday updates to Operations team leaders, operations managers, and workforce management leadership about service-level risks, staffing concerns, and actions taken.
- Prepare and distribute accurate intraday, end-of-shift, and daily performance reports.
- Work with Operations, Team Leaders, and the workforce management team to resolve staffing challenges.
- Take customer calls during peak volume when operationally necessary.
- Experience supporting multiple clients or programs in a BPO.
- Hands-on experience with workforce management or contact center platforms such as Verint, NICE IEX, Genesys Cloud, Amazon Connect, Five9, or similar.
- Experience monitoring multi-channel queues, including voice, chat, and email.
- US account experience.
- Google Sheets experience is a plus.
About the company
Five Star Solutions builds and runs intelligent customer experience (CX) environments by integrating AI, scalable CX technology, and global teams to connect agents, data, workflows, and automation in one system. Its products and services use CX platforms, AI-assisted guidance, and real-time analytics to improve visibility, streamline operations, and lower the cost of customer support while maintaining high-quality service. The company differentiates itself with a unified, end-to-end CX platform approach that combines people, processes, and technology, delivered through onshore, nearshore, and offshore teams to fit regulated, high-growth, and high-demand environments. Its goal is to help organizations move faster, scale easily, and deliver consistent, reliable customer care over the long term.
Company Size
201-500
Company Stage
N/A
Total Funding
N/A
Headquarters
Sioux Falls, South Dakota
Founded
1986
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Simplify's Take
What believers are saying
- Five Star bought West Chester Vending on May 21, 2026, extending Cincinnati coverage.
- The August 10, 2026 Nashville center doubled picking lines and quadrupled cold storage.
- Revelio shows 3,193 employees in March 2026 and 481 2026 job postings.
What critics are saying
- West Chester, Krodel, and Jordan integrations in 2026 can distract managers and break service quality.
- BBB logged four complaints in three years, signaling recurring customer-service friction.
- Private, fragmented competition can undercut margins and win local accounts faster.
What makes Five Star Solutions unique
- Founded 1993, Five Star serves breakroom services across 11 states from Chattanooga.
- Its 40 branches combine vending, micro markets, coffee, pantry, dining, and fresh food.
- Largest Canteen franchise operator gives Five Star Compass-linked scale and purchasing leverage.
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Benefits
- Remote Work Options