Real Time Analyst

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Date: 8 Oct 2025

Location: Mall of Asia Complex, PH, 1300

Company: TSA Group

About Us

At TSA Group, we design and deliver contact centre solutions for some of the world’s leading brands. We create experiences that people love, by revolutionising the way they connect with brands. Our work spans multiple industries, including telco, logistics, insurance, automotive, travel, and government. With over 5,000 dedicated professionals across Australia, New Zealand, and the Philippines, we ensure that every interaction is meaningful and impactful.


We have a team of talented technology experts and customer experience consultants that work hand in hand to create this seamless and genuinely enjoyable customer journey. Our technology experts build the tech that enables our clients to deliver great experiences for their customers, and our consultants work to provide a tailored and considered approach to customer service and sales.

Company Description

TSA is an Australian-owned business specializing in helping companies acquire, retain and grow their consumer customer bases. We represent some of the country's largest brands, across eight call centres in Australia and internationally.

We’re a purpose driven business and our mission is clear. We endeavor to create experiences that people love, by revolutionizing the way they connect and communicate with brands.

Job Responsibilities

What will your normal day look like:

The Real Time Analyst (RA) is responsible for monitoring all call queues and ensuring adequate actions are taken on rosters to ensure target metrics are achieved. The Real Time Analyst will monitor agent activities ensuring adherence to schedules and activity entries are up to date with scheduling systems.

Qualifications

What you'll do:

Essential
◦ Well versed in workforce planning (WFP) methodology.
◦ Highly skilled with WFP scheduling software.
◦ Demonstrable experience of effectively engaging with the business.
◦ Build relationships quickly with key internal and external business partners.
◦ Be Proactive versus reactive in anticipating workforce needs.
◦ Rise to a challenge and thrive in a fast paced demanding environment.
◦ An understanding of Inbound Call Centre Metrics.
◦ Experience using Microsoft Excel. 

◦ Experience using Microsoft office software.
◦ Able to demonstrate logical reasoning and the ability to communicate complex information.
◦ A customer service orientation.

◦ Can-do attitude.
◦ Strong analytical skills

Competencies used for Interviewing Assessment

Ability to clearly convey information
Ability to identify the root cause of an issue quickly
Ability to provide accurate information and guidance.
Ability to quickly learn new technologies as needed.
Handling disputes and complaints calmly and professionally.
Prioritizing tasks to ensure timely resolution of customer issues.
Sharing information and best practices to improve overall team performance.
Thinking creatively to address unique challenges
Working well with colleagues to ensure consistent service.

Additional Information

Want to know more? Check out our social media pages:
 
Website: https://tsagroup.com.au/
Instagram: tsa_group_
LinkedIn: https://www.linkedin.com/company/tsa-group-australia/
 
 
TSA Group is an equal opportunity employer. We celebrate diversity and are dedicated to creating an inclusive environment for all employees and building a workforce that reflects the diverse communities we serve. We provide equal opportunities to all, regardless of gender identity, ethnicity, disability, sexual orientation, or life stage. Join us and be part of a team that values and respects every individual's unique contributions.
 
 
Stay vigilant against fraudulent job offers. We never ask for financial details during our recruitment process and legitimate communication will come from official TSA Group email addresses (e.g. @tsagroup.com.au). Your safety matters. If you receive a suspicious job offer, do not respond and report it to tsatalent@tsagroup.com.au.

 

TSA Group is an equal opportunity employer. We celebrate diversity and are dedicated to creating an inclusive environment for all employees and building a workforce that reflects the diverse communities we serve. We provide equal opportunities to all, regardless of gender identity, ethnicity, disability, sexual orientation, or life stage. Join us and be part of a team that values and respects every individual's unique contributions.

 

Stay vigilant against fraudulent job offers. We never ask for financial details during our recruitment process and legitimate communication will come from official TSA Group email addresses (e.g. @tsagroup.com.au). Your safety matters. If you receive a suspicious job offer, do not respond and report it to tsatalent@tsagroup.com.au.