Real Time Analyst at Aventus LLC | Torre
Real Time Analyst
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Aventus LLC

Real Time Analyst

Aventus LLC
Emma
Emma
You'll drive operational excellence and strategic workforce execution, directly impacting service levels and business success.
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Full-time

Legal agreement: Employment

Compensation USD5/hour
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Remote (for Philippines residents)
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Posted 4 months ago

Requirements and responsibilities

Join the Aventus Team!We are Aventus — a boutique customer experience BPO in Charleston, South Carolina, supporting over 100 e-commerce brands and global digital partners. With a strong performance culture and remote-first workforce, we are committed to operational excellence and workforce discipline across all client accounts.Check out our website: www.aventus.comWe are looking for a detail-oriented and proactive Real-Time Analyst (RTA) to support daily workforce execution and real-time monitoring. If you thrive in a fast-paced environment, love working with performance metrics, and take ownership of live operational outcomes — this role is for you.What You’ll Be DoingAs a Real-Time Analyst, you will be the front line of workforce execution, monitoring agent performance, managing schedule adherence, and ensuring service levels are met in real time. You will work closely with Workforce Management and Operations leaders to maintain coverage efficiency and respond quickly to live performance needs.Your Core ResponsibilitiesReal-Time Monitoring & Adherence ManagementMonitor service levels, queue performance, and agent adherence in real time.Take immediate action on staffing gaps, high occupancy, and SLA risks.Oversee break management and schedule compliance across all active campaigns.Operational Communication & EscalationCommunicate live operational updates to Operations and WFM teams.Escalate critical service risks and recommend immediate tactical adjustments.Coordinate with supervisors regarding attendance, shift changes, and call volume surges.Scheduling & Coverage ExecutionReview and process real-time leave, OT, and VTO (Voluntary Time Off) requests based on business needs.Support updates to routing profiles and agent allocations to balance workloads.Assist in maintaining accurate staffing rosters and updating master schedules when required.Data Support & Workforce InsightsTrack live performance metrics and contribute insights for end-of-day reports.Assist in forecasting discussions by providing trend observations on absenteeism, occupancy, and volume spikes.Collaborate with Workforce Manager to drive continuous optimization of real-time processes.What You’ll Bring to the TableExperience: At least 2 years of experience as an RTA or other similar roles; BPO experience preferredTool Familiarity: Comfortable using workforce monitoring tools or scheduling systems (Hubstaff or similar)Operational Awareness: Understands the impact of attendance, occupancy, and adherence on service levelsCommunication Skills: Confident in communicating live updates and escalations clearly and professionallyAttention to Detail: Accurate in tracking, logging, and reporting real-time workforce activityOwnership: Takes responsibility for monitoring outcomes and acting quickly without waiting for instructionCore Competencies (Keys to Success)Discipline & Accuracy: Consistently monitors details and prevents SLA-impacting deviationsResponsiveness: Acts fast under pressure and responds quickly to changing operational needsProactivity: Identifies risks early and escalates before service levels are impactedCalm Under Pressure: Maintains clarity during peak volume or high-alert situationsConsistency: Delivers reliable real-time reporting with precision and accountabilityTeam Coordination: Communicates effectively with WFM and Operations for smooth executionWhat’s In It For You?100% Remote Work – Work from anywhere in the PhilippinesCareer Path – Clear development track toward Workforce Supervisor or Planner rolesCompetitive Pay – $5/hr + benefits as an independent contractorHigh-Performance Culture – Be part of a metrics-driven, accountability-focused teamGrowth Opportunity – Hands-on exposure to workforce strategy and operational executionSupportive Leadership – Learn directly under experienced Workforce LeadersReady to Be the Front Line of Workforce Performance?If you’re passionate about real-time execution, performance control, and contributing to high-impact workforce operations, we’d love to have you on the team!
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