Workforce Management/Real Time Analyst
E
E-Solutions IT Services
40 - 45K PHP
Full-time
Taguig, Metro Manila, Philippines
WFM ToolsAHTCommunication skillsService LevelAbandonment RateLine AdherenceHandling CapacitySIRReportingData Analysis
We're looking for a Real-Time Analyst (RTA) for a full-time, onsite role in Taguig City.
Key Responsibilities:
- Monitor real-time contact center performance and ensure service level targets are met.
- Manage queues, staffing adjustments, and schedule adherence.
- Analyze operational metrics and identify performance risks and trends.
- Coordinate with Operations and Workforce Management teams to address service level issues.
- Generate and distribute real-time and intraday performance reports.
- Monitor agent adherence and recommend corrective actions.
- Provide real-time updates on operational performance and staffing gaps.
- Support process improvements through data analysis and reporting.
Qualifications:
- At least 2 years of experience as an RTA in a voice-based contact center
- Experience using Workforce Management (WFM) tools
- Advanced Microsoft Excel and reporting skills
- Strong understanding of contact center KPIs, including AHT, Service Level, Abandonment Rate, Line Adherence, Handling Capacity, and SIR
- Willing to work onsite in Taguig and on a flexible schedule, including rotating shifts and overtime