Real Time Analyst

City: Quezon City

State/Province: Manila

Posting Start Date: 2/21/26

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description:

Job Description

Role Purpose

We are looking for a detail-oriented and analytical Real Time Analyst to support Workforce Management operations in a fast-paced contact center environment. The successful candidate will be responsible for real-time monitoring, forecasting, and staffing adjustments to ensure service level targets and business objectives are achieved.

Qualifications:

• Bachelor's Degree / College Graduate
• 1-2 years of contact center experience
• 1-2 years of Workforce Management experience in a call center environment
• Banking industry experience is highly preferred
• Exposure to UK and/or US Banking industry is an advantage

Key Responsibilities:

• Provide real-time monitoring using Workforce Management (WFM) tools to ensure optimal staffing levels
• Perform intra-day analysis and make necessary adjustments to maximize resource efficiency
• Conduct real-time re-forecasting based on current performance trends
• Coordinate with Operations teams across multi-site locations to meet service level goals
• Produce call volume forecasts (daily, weekly, monthly, and annual)
• Generate and evaluate staffing schedules
• Analyze performance data and provide reports to stakeholders

Required Skills:

• Strong analytical and problem-solving skills
• Advanced proficiency in MS Excel (reporting, data analysis, formulas)
• Experience with Workforce Management software (scheduling, performance tracking, reporting)
• Strong numerical and data interpretation skills
• Excellent oral and written communication skills
• Good interpersonal and coordination skills

Deliver

No Performance Parameter Measure 1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed

Mandatory Skills: Mortgage(Originations) .

Experience: 1-3 Years .

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.

Client-provided location(s): Manila, Philippines

Job ID: Wipro-136781

Employment Type: OTHER

Posted: 2026-02-20T18:43:21