Job TitleReal Time Analyst (RTA)DepartmentWorkforce Management (WFM) / OperationsReports ToWFM Manager / Operations ManagerLocationAlabang (On-site), Muntinlupa City, Metro Manila, PhilippinesAbout Pinnacle IntelligencePinnacle Intelligence is at the forefront of transforming the automotive retail industry. We provide AI powered, sustainable, and scalable digital solutions that engage customers, accelerate sales growth, and elevate the auto retail value chain. Our mission is to revolutionize the automotive retail industry through intelligent technology, unlocking dealerships full potential and setting new standards of efficiency, profitability, and market leadership. We are dedicated to powering the future of auto retail with AI, Data, and Automation, driven by intelligence at every turn.Position SummaryThe Real Time Analyst (RTA) at Pinnacle Intelligence plays a critical role in the immediate optimization and performance management of our BPO operations. This position is responsible for real-time monitoring of contact center activities, ensuring optimal staffing, proactive intervention to maintain service levels, and immediate adjustments to maximize efficiency and achieve key performance indicators KPIs. The RTA acts as a central hub for operational visibility, providing real-time insights and support to Team Managers and leadership to ensure seamless service delivery for our automotive retail clients.Key Responsibilities1 Real-time Performance Monitoring & ManagementContinuously monitor inbound call queues and outbound activities for all car dealershipsTrack real-time contact center performance metrics including Service Level SL, Average Handle Time AHT, Occupancy, Adherence, Call Volume, Agent States, and queue performanceProactively identify and address deviations from service level targets and other operational KPIsMonitor outbound activities to track productivity and ensure service levels are met for internet leads2 Proactive Intervention & AdjustmentImplement immediate tactical adjustments to staffing based on real-time needs, such as managing agent skill sets, adjusting break and lunch schedules, and optimizing off-phone activitiesOversee scheduling and ensure agent break adherenceRespond swiftly to unexpected events like spikes in call volume, system outages, or staffing shortages to minimize operational impact3 Communication & CollaborationProvide real-time communication and alerts to Operations Managers and Team Managers regarding critical performance trends, service level risks, and operational issuesCollaborate closely with Workforce Management WFM and Operations leadership to ensure alignment on real-time strategies and longer-term forecastingAssist in conveying operational directives and changes to frontline teams as needed4 Data Integrity & ReportingEnsure the accuracy and integrity of data within WFM systems, dashboards, and real-time reportsCreate interval reports to measure productivity and adherence, and generate daily performance summariesDocument operational incidents, system alerts, and actions taken for historical tracking and post-mortem analysis5 Operational SupportPerform voicemail monitoring and handle callbacks for missed appointments as required to support overall operational efficiencySupport productivity within various departments, including accounting, by monitoring relevant activitiesAssist in ensuring that planned agent schedules are executed efficiently in real-timeSkills & QualificationsRequiredExperience Minimum 2 years of experience as a Real Time Analyst RTA in a BPO or contact center environmentWFM Software Proven proficiency in using WFM tools such as Aspect Verint Genesys NICE Five9 or similar for real-time monitoring and reportingTechnical Proficiency Advanced proficiency in Microsoft Excel for data manipulation and reportingContact Center Tools Experience with communication platforms like RingCentral and other contact center technologiesAnalytical Skills Strong ability to interpret real-time data identify trends make quick data driven decisions under pressure and design performance scorecardsCommunication Excellent verbal and written communication skills for real-time alerts updates and clear instructionProblem-Solving Strong ability to quickly diagnose operational issues and implement effective tactical solutionsAttention to Detail Meticulous in monitoring data, agent states, and ensuring accuracy in reportingUnderstanding of BPO Metrics Solid comprehension of contact center KPIs such as Service Level, AHT, Occupancy, Adherence, Shrinkage, etcCross-Functional Acumen Ability to collaborate effectively with various teams Operations, Scheduling, Training, Quality to ensure smooth operationsPreferredExperience in a BPO supporting clients in the automotive retail industryBasic knowledge of scheduling principlesFamiliarity with Power BI or other dashboarding toolsWhy Join Pinnacle IntelligencePinnacle Intelligence offers a unique opportunity to directly impact our operational efficiency and client success by ensuring optimal performance in real-time. You will be at the heart of our operations, utilizing cutting-edge tools and making immediate, impactful decisions. If you are a sharp, analytical, and proactive RTA eager to thrive in a dynamic, data-driven BPO environment, we encourage you to apply!
