Real Time Analyst

About the Team

Workforce Management is the team that keeps Salmon's customer operations running smoothly. We ensure the right people are in the right place at the right time so that customers receive fast, reliable, and high-quality support across our growing business.

As Salmon continues to scale, operational complexity grows with it. Customer demand changes throughout the day, new products launch, and business priorities evolve quickly. Workforce Management sits at the center of these moving parts — balancing customer experience, operational efficiency, and staffing requirements in real time.

We're building a highly data-driven operation and looking for people who thrive in fast-paced environments where quick decisions can have an immediate impact on business performance.

About the Role

As a Real-Time Analyst (RTA), you will be responsible for monitoring live operational performance, identifying emerging risks, and coordinating immediate actions to maintain service levels and operational efficiency.

You'll work closely with Operations, Team Leads, Scheduling, and Forecasting teams to ensure workforce plans are executed effectively throughout the day. This role requires strong analytical thinking, attention to detail, and the ability to make data-driven decisions in real time.

You'll be the operational nerve center of the contact center — translating live performance data into actions that help teams deliver a great customer experience.

What You'll Do

Real-Time Monitoring & Intraday Management

• Monitor live contact center performance, including queues, service levels, average handling time (AHT), occupancy, adherence, and staffing levels

• Identify operational risks and proactively recommend corrective actions before service levels are impacted

• Take immediate action to mitigate SLA risks through staffing adjustments, queue management, and workforce optimization

• Monitor agent adherence and coordinate with Operations teams on schedule deviations and attendance issues

• Ensure workforce plans are executed effectively throughout the day

Operational Coordination

• Communicate intraday performance updates, operational risks, and action plans to Team Leads, Operations Managers, and Workforce Management stakeholders

• Collaborate with Scheduling, Forecasting, and Operations teams to balance staffing requirements against customer demand in real time

• Support incident management by assessing operational impact and coordinating response activities

• Facilitate clear communication during service disruptions, volume spikes, or unexpected operational events

Reporting & Analysis

• Prepare and maintain real-time dashboards, reports, and operational performance trackers

• Analyze intraday trends and identify opportunities to improve staffing efficiency, resource utilization, and service delivery

• Provide actionable insights and recommendations to support operational decision-making

• Contribute to continuous improvement initiatives across Workforce Management processes, reporting, and operational planning

Performance & Service Delivery

• Help maintain target service levels, productivity goals, and customer experience standards

• Support operational efficiency through proactive monitoring and rapid decision-making

• Identify process gaps and recommend improvements to enhance real-time management effectiveness

• Contribute to the development of best practices for workforce monitoring, communication, and reporting

What Makes You a Strong Fit

• 1–3+ years of experience in Workforce Management, Real-Time Analysis, or contact center operations

• Strong understanding of contact center metrics, including SLA, AHT, occupancy, shrinkage, adherence, and staffing management

• Strong analytical and problem-solving skills with the ability to make quick, data-driven decisions under pressure

• Proficiency in Excel, Google Sheets, or similar analytical tools

• Experience working with workforce management platforms, reporting tools, or operational dashboards is an advantage

• Strong communication skills with the ability to clearly communicate operational risks, recommendations, and action plans

• Ability to collaborate effectively with Operations, Team Leads, Scheduling, and Forecasting teams

• High attention to detail and strong sense of ownership

• Comfortable working in a fast-paced, dynamic operational environment

• Ability to manage multiple priorities simultaneously while maintaining accuracy

• Flexible to work shifts, weekends, and holidays as required

Bonus:

• Experience supporting fintech, banking, BPO, or customer service operations

• Knowledge of workforce management methodologies and capacity planning concepts

• Experience with workforce management tools such as Verint, NICE, Genesys, or similar platforms

• Advanced Excel or data visualization skills

• Experience contributing to process improvement and operational efficiency initiatives

Why Join Us?

What We Create

• Modern banking services for millions of Filipinos

• Cutting-edge financial products powered by global best practices and AI

• A licensed neobank on a mission to become a leading fintech company in Southeast Asia

• Backed by $200M+ from ADQ, World Bank Group, and leading global investors

• A company where products are built and launched in months, not years

• A platform with significant opportunities for growth and international expansion

What We Offer

• A passionate, international team

• Fast, merit-based career growth

• Performance-driven rewards and recognition

• Opportunities for international exposure and collaboration

• Modern office in Manila, Philippines

• Medical insurance and wellness benefits

• Regular team events and activities