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NBCUniversal

Real Time Analyst – Night Shift, Hybrid

NBCUniversal

Real Time Analyst responsible for monitoring and evaluating call center performance. Working in hybrid setup while effectively communicating performance impacts to management.

Posted 7/1/2026full-timePasig City • 🇵🇭 PhilippinesMid-LevelSeniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Proficient in monitoring call center performance and efficiency, with strong skills in data analysis and reporting. Demonstrates effective communication and collaboration with Workforce Management teams to ensure adherence to service levels and operational goals.

Highest-signal resume keywords
Microsoft Excel ProficiencyWorkforce Management Tools ExperienceAvaya CMS ReportingContact Center Metrics UnderstandingData Analysis and Reporting

ATS Keywords

Tailor your resume
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Data AnalysisCall Center Performance MonitoringService Level MetricsSchedule Compliance EnforcementReport Generation
Soft Skills
Clear CommunicationAttention to DetailCollaborationMulti-taskingComposure in Critical Situations
Tools & Technologies
Aspect’s eWFMAvaya CMS
Industry Keywords
Service LevelASAAHTOccupancyAdherence

About the role

Key responsibilities & impact
  • Responsible for monitoring and evaluating the flow of calls into call center for performance and efficiency.
  • Daily real-time monitoring of service levels for all queues and LOBs.
  • Effectively communicates Service Level impacts to WFM leaders and Management.
  • Advises management regarding schedule change requests.
  • Enforces schedule compliance and adherence.

Requirements

What you’ll need
  • Proficient in Microsoft Excel.
  • Experience using Workforce Management tools, preferably Aspect’s eWFM.
  • Experience using Avaya CMS for reporting and skill changes.
  • Attention to detail and high level of accuracy.
  • Clear, concise verbal and written communication skills.
  • Strong collaboration skills with WFM planning, operations, and support teams.
  • Strong understanding of contact center metrics (Service Level, ASA, AHT, Occupancy, Adherence).
  • Ability to multi-task, focus, and complete reports for extended periods of time.
  • Ability to maintain composure in critical situations.
  • Collect and analyze data (Volume, AHT, Staffing, etc.) for variances and make recommendations for resolutions.
  • Escalate significant issues (system outages, volume increases, staffing shortages) following established processes.
  • Produce daily, biweekly, and monthly internal reports.
  • Regular, consistent, and punctual attendance.
  • Must be able to work nights and weekends, variable schedule(s) and overtime, as necessary.

Benefits

Comp & perks
  • array of options to support you physically, financially, and emotionally
  • expert guidance and always-on tools personalized to meet needs
  • health insurance,
  • retirement plans
  • paid time off
  • flexible work arrangements
  • professional development