The role
Neon Link places experienced real-time analysts with US contact centers, inside the client's own workforce management team. You'll watch the client's queues all shift across voice, chat and email, track adherence and conformance, move breaks, lunches and skills when volume shifts, and tell supervisors early when service level is at risk. You'll work in the client's WFM platform, such as NICE IEX, Verint, Calabrio or Aspect, next to the real-time dashboard of its phone system, such as Genesys or Five9; some smaller contact centers run their intraday plan inside the phone platform and a shared spreadsheet instead, so you're at home in either.
This is the intraday desk: the client's WFM analyst or planner builds the forecast and the schedules, and you protect them live, interval by interval, on the day.
It matters because the difference between a good day and a bad one is usually decided in 15 minute windows, and the real-time analyst is the one who sees it coming. You'll see agent schedules, performance numbers and sometimes customer details on the client's dashboards, so client confidentiality covers everything on your screen, and none of it leaves the client's systems. People do well here if they stay alert for a full shift, speak up fast, and keep a clean log of every change they make.
Day to day you'll take direction from the client's WFM lead or contact center manager, as part of their team, with Neon Link behind you. Before your first live shift you're trained on the client's WFM tool, phone system, break and skill rules and escalation path.
What you'll do
- Watch the client's live queues all shift across voice, chat and email: service level, contacts in queue, longest wait, abandonment, average handle time and agent states, in the WFM tool and the phone system's real-time dashboard
- Track schedule adherence and conformance by agent and by team, message the supervisor as soon as someone is out of adherence, such as a long stay in an aux code, a late return from break or an unplanned log off, and follow up until it's fixed
- Run the day's break and lunch plan: release, hold or move breaks, lunches, coaching and training time interval by interval to protect service level, within the client's break rules
- Make skill and routing changes when a queue backs up, with the access and approval the client gives you: move multi-skilled agents to the queue that needs them, change skill priorities, and set everything back once the queue recovers
- Compare actual volume and handle time with the intraday forecast, project how the rest of the day lands, and recommend overtime, voluntary time off, a shorter meeting or a moved training session when staffing is off plan; then carry out the plan the WFM lead or operations manager approves
- Keep the WFM tool true to what actually happened: enter sick calls, late arrivals, approved time off, schedule swaps and system downtime as exceptions, and approve or suggest alternatives to same-day exception requests within the client's rules
- Send interval updates by chat or email on the client's cadence, with service level, the staffing gap, what you changed and what you need, and close each shift with a summary the next shift and the WFM analyst can act on
- Act as the point person when the phone system, CRM or network goes down: confirm the impact, alert supervisors and the client's IT contact, move agents to the right aux code, and record the start and end time so the outage is accounted for in the day's numbers
- Log every schedule change, skill change and exception with the time and the reason, so the WFM analyst can reconcile the day without asking you
- Spot patterns across days, such as recurring spikes, problem intervals, repeat outages or teams that are always out of adherence, and bring them to the WFM analyst or lead with examples so the forecast and schedules can be fixed
What success looks like
- Service level risk escalated as soon as it shows up, with a recommended action, not after the interval is lost
- Interval updates sent on the cadence the client sets, on time and accurate
- Every break move, skill change and exception logged during your shift, so nobody reconciles the day from memory
- Floor adherence and conformance on the shifts you cover tracked against the client's targets, with every gap followed up
What you bring
- 1 or more years as a real-time analyst on a US contact center account, BPO or in-house, or 2 or more years in a US-facing contact center that included at least 6 months running the real-time desk on your own
- Team lead or supervisor experience alone doesn't count for this role, and neither does scheduling or forecasting without live intraday queue management; an acting or backup RTA stint counts when you ran the queue yourself
- Hands-on with at least one WFM platform such as NICE IEX, Verint, Aspect, Genesys, Calabrio, Five9 or Playvox, and the real-time dashboard of an ACD or cloud phone system
- Good with Excel or Google Sheets: filters, lookups, pivot tables, conditional formatting and a clean interval chart
- Working knowledge of how contact center metrics move together: service level, average speed of answer, abandonment, average handle time, occupancy, shrinkage, adherence and conformance, and why one bad interval changes the rest of the day
- Alert and consistent across a full shift, with the confidence to tell a supervisor their team is off schedule and the calm to make the call when volume spikes
- Careful with client and agent data: you treat agent schedules, performance numbers and any customer details on the dashboards as the client's confidential information, you don't screenshot dashboards or move reports onto personal devices or personal chats, and you'll sign a confidentiality agreement and pass a background check, including a current NBI clearance
- Clear written English for quick, accurate updates in chat and email, and clear spoken English for huddles and calls with supervisors and the client's WFM lead
- Able to work US contact center hours, a night shift that usually starts between 8pm and 1am Philippine time depending on the client's US time zone and the time of year, with later starts at contact centers open into the US evening, and to cover weekends or a rotating schedule when the client needs it
- Education: any bachelor's degree preferred, not required; relevant experience matters more
Nice to have
- Scheduling or forecasting exposure, or a plan to grow into a WFM analyst role
- Power BI, Excel macros or VBA, Google Sheets automation or basic SQL
- Multi-skill, multi-site or blended queues where one agent pool covers voice, chat and email
- A desk where you were the only RTA on shift, or a contact center that ran its WFM mostly in spreadsheets
- An Erlang C or staffing calculator for quick what-if checks during the day
Work setup
- Your own Windows 10 or 11 computer with a Core i5 or Ryzen 5 and 8 GB of RAM or more that runs the client's tools, plus two monitors, a webcam and a noise canceling headset
- Fiber internet of at least 25 Mbps with a mobile data or second provider backup
- A UPS or generator so a brownout doesn't end your shift
- A quiet, private workspace where client dashboards can't be seen and huddles can't be overheard
- Tell us your city and province when you apply; we hire across regions, so one storm or outage doesn't hit everyone at once
You'll do well here if
Eyes on the queue all shift
Speaks up early
Logs every change
Calm when volume spikes
Quick and accurate with numbers
Wants to grow in WFM
Questions applicants ask
- Is this job work from home?
- Yes. Remote, work from home, anywhere in the Philippines, no night commute.
- How much does it pay?
- PHP 35,000 to 45,000 a month (about PHP 208 to 268 an hour). About USD 555 to 715 a month at today's exchange rate. The rate already covers night hours. Pay is in Philippine pesos (PHP).
- What are the working hours?
- Five days a week, US contact center hours (night shift in the Philippines); some clients need weekend or rotating coverage, so your days off may fall midweek; exact shift set with the client.
- When would I start?
- Hiring now.
- How do I apply?
- Use the form on this page: your resume, a few questions about this role, your expected pay and a short voice introduction you record on the page. A person reads every application.
- Does Neon Link charge a fee to apply?
- No. Neon Link never charges a fee to apply, test, train or start, and only contacts applicants from neonlink.ai email addresses.