Real Time Adherence Analyst

Location: Cebu, Philippines and Davao, Philippines
Work Arrangement: On-Site Only

Job Summary
We are looking for a detail-oriented and proactive Real Time Adherence Agent to join our team at Ethos Support. In this role, you will be responsible for monitoring agent attendance and adherence in real time across multiple clients and channels. You will partner closely with Workforce Management (WFM) and Operations teams to ensure alignment and timely updates, driving operational efficiency and maintaining service level agreements (SLAs).

Key Responsibilities
• Monitor real-time adherence for agents across multiple client accounts and communication channels.
• Collaborate with the WFM and Operations teams to ensure adherence to schedules, identifying and escalating potential issues.
• Run shift reports and provide timely updates on actual attendance and adherence, highlighting any discrepancies.
• Maintain and track attendance data, ensuring accuracy and compliance with company policies.
• Provide immediate support in addressing attendance or performance issues, offering solutions and troubleshooting when necessary.
• Support WFM in gathering data for forecasting and scheduling adjustments.
• Prepare and deliver reports on real-time adherence and agent performance trends.
• Assist with ongoing improvements to adherence monitoring processes and systems.

Required Skills
• Proven experience in a real-time adherence monitoring role within a call center or BPO environment.
• Familiarity with multiple client accounts and various communication channels.
• Strong ability to analyze data and create accurate shift reports.
• Excellent communication skills, both written and verbal.
• Ability to work collaboratively with WFM and Operations teams.
• Highly organized with excellent attention to detail.
• Ability to work under pressure and meet deadlines.

Desired Skills
• Familiarity with Workforce Management tools and reporting systems.
• Experience with performance management in a BPO environment.
• Strong problem-solving skills and the ability to think on your feet.

About the Company
Ethos Support is a recognized global business process outsourcing (BPO) organization that goes beyond the conventional, delivering exceptional value and specializing in Customer Support, Tech Support, Customer Success, and Back Office Support. Known as the world’s most flexible BPO, Ethos Support is committed to aiding businesses in simplifying their Customer Experience (CX) processes and achieving faster scalability.

Our comprehensive approach includes taking charge of our clients’ new support team's training and onboarding process, freeing up their resources, and accelerating their business growth. Whether starting from scratch or looking to enhance an existing process, partnering with Ethos Support will streamline our clients’ CX operations and provide superior support to their customers.

We put people first, fostering a healthy, supportive work environment that reduces churn rates and boosts performance metrics. Our inclusive support team is dedicated to bringing out the best in each individual, building a culture that thrives on mutual respect, teamwork, and growth.

Why Work With Us?
• Work in a dynamic and flexible remote-first environment.
• Opportunities for growth and professional development.
• Join a team that values collaboration, individual initiative, and high-performance standards.
• Competitive compensation and benefits package.