Workforce Management/Real Time Analyst
Full-time
Proselect Management Inc
Job Title: Real Time Analyst
Location: Eton Centris, Quezon City
Work Setup: 100% Onsite
Schedule: Shifting schedules (UK time)
Account Type: Voice
Job Summary:
We are looking for a detail-oriented and analytical Real Time Analyst (RTA) to join our Workforce Management team. The RTA will be responsible for monitoring real-time performance, managing intraday activities, and ensuring service level targets are met. This role plays a critical part in optimizing staffing efficiency, minimizing service level risks, and supporting overall operational performance.
Key Responsibilities:
- Monitor real-time queues and agent performance to ensure service levels and KPIs are achieved
- Manage intraday staffing adjustments based on call volume trends and attendance
- Analyze performance data and generate reports for operations and leadership teams
- Coordinate with Team Leaders and Operations regarding staffing gaps and action plans
- Track schedule adherence and productivity metrics
- Identify trends and recommend process improvements to optimize performance
- Support workforce planning activities including scheduling and forecasting
Qualifications:
- Bachelor’s Degree graduate
- At least 1–2 years of contact center experience
- At least 1–2 years of Workforce Management experience in a call center or shared services environment
- Banking industry experience is highly preferred
- Exposure to UK and/or US Banking industry is an advantage
- Strong analytical and problem-solving skills
- Advanced proficiency in MS Excel (reporting, data analysis, formulas)
- Experience with Workforce Management tools (scheduling, performance tracking, reporting)
- Strong numerical skills and ability to interpret data accurately
Vacancy posted a month ago
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