Real Time Analyst - Manila, Philippines
TranscomPasig, Philippines
Posted February 27, 2026
Full Time
About the Company
Transcom delivers digitally‑enhanced customer experience solutions to more than 300 global brands, including leading e‑commerce, fintech, and technology firms. With a workforce of over 33,000 spread across 90 contact centers and work‑at‑home networks in 28 countries, the company offers end‑to‑end services such as customer care, sales, content moderation, back‑office operations, and process automation. Transcom’s on‑, off‑, and near‑shoring model enables clients to accelerate brand growth, improve customer satisfaction, and reduce operating costs while maintaining consistent quality. By combining deep industry expertise with advanced analytics and AI‑driven workflows, Transcom helps clients transform customer journeys into measurable business outcomes.
Job Description
We are looking for a Real Time Analyst to join our team in Manila, Philippines. As a Real Time Analyst, you will manage call center traffic, analyze trends, and provide real-time data to internal and external audiences. You will work with call center supervisors and managers to adjust forecasted intraday call volume, AHT, and staffing. The ideal candidate will have at least 3 years of related contact center experience and a good understanding of basic contact center metrics.
Requirements
- Preferably a college graduate, or at least with a secondary school diploma
- At least 3 years of related contact center experience
- Minimum of 1 year traffic management experience in a complex skills-based routing environment
- Good understanding of basic contact center metrics and overall contact center operations
- Excellent verbal and written communication skills
Benefits
- Day 1 HMO
- Meal & Transportation Allowance
- Rice Subsidy
- Clothing Allowance
- 24/7 Teleconsult
- Free Psychologist Consultation
- In-house & Online Pharmacy
- Scholarship Program
- Retirement Fund
- Free Meal & Medicine (through Transcom’s Tap Card Rewards)
- Loyalty Incentives
- Accidental & Life Insurance
- Free Shuttle Service