Real Time Analyst

Unify CX is looking for an extraordinary Real Time Analyst to join our motivated and ambitious team.
Role: Real Time Analyst
Work Location/Setup: Philippines | On-Site
Shift Schedule: 5-day work week | Shifting Schedule | Graveyard
What Will You Do?
As the Real Time Analyst is responsible for monitoring live call center operations to ensure optimal staffing, schedule adherence, and service levels throughout the day. They track agent activity, manage skilling and breaks, respond to spikes in volume, and coordinate with operations to make real-time decisions. The RTA plays a key role in maintaining service efficiency and ensuring a smooth workflow across shifts.
Monitor real-time call volume, agent status, and service levels
Ensure schedule adherence and proper staffing throughout the day
Manage skilling, breaks, and intraday schedule adjustments
Respond to volume spikes and coordinate with Operations for support
Track and report real-time metrics and perfor...