WFM Real Time Analyst I
26000 - 27000 PhpGratitude Inc
Real-Time Analyst (RTA)
Work Location: Alphaland, Makati City
Work Setup: Onsite
Work Schedule: Shifting
Hiring: Immediate
Drive Real-Time Performance. Keep Operations on Track.
Are you a detail-oriented Real-Time Analyst (RTA) with a passion for workforce management and operational excellence?
We're looking for a proactive Real-Time Analyst to join a dynamic Telco Account and play a key role in ensuring the contact center has the right people, in the right place, at the right time.
You'll monitor real-time operations, identify staffing and performance gaps, support workforce planning activities, and provide timely insights that help keep operations running efficiently.
If you're analytical, proactive, and thrive in a fast-paced BPO environment, this could be your next opportunity!
What You'll Do
- Monitor real-time contact center performance and operational activities.
- Track staffing levels, schedules, attendance, and service performance.
- Identify and address real-time staffing gaps and operational challenges.
- Support workforce planning activities, including forecasting, staffing, and scheduling.
- Monitor adherence to workforce plans and recommend appropriate adjustments.
- Analyze contact center performance and key operational metrics.
- Collaborate with Operations, Workforce Management, and other stakeholders to resolve real-time issues.
- Provide timely updates and recommendations to support operational decision-making.
- Help identify trends, risks, and opportunities for continuous improvement.
- Share best practices and develop practical solutions to workforce and operational challenges.
- Contribute to initiatives that improve day-to-day processes and overall contact center efficiency.
- Support workforce-related systems, policies, procedures, and operational requirements.
What We're Looking For
Required Qualifications
At least 1 year of Real-Time Analyst (RTA) or Workforce Management (WFM) experience
At least 1 year of BPO/contact center experience
Hands-on experience with forecasting, staffing, scheduling, and real-time monitoring
Knowledge of WFM tools and contact center KPIs
Strong analytical and problem-solving skills
Good communication and stakeholder management skills
Ability to work effectively in a fast-paced contact center environment
Willingness to work on a shifting schedule
Willingness to work onsite in Makati City
Why This Opportunity?
Work with a dynamic Telco Account
Build and strengthen your WFM/RTA expertise
Gain valuable exposure to contact center operations and workforce planning
Develop your analytical and operational decision-making skills
Opportunity to contribute directly to operational performance and continuous improvement
Ready to take your WFM career to the next level?
Apply now and join a team where your real-time insights can make a measurable impact!
26000 - 27000 Php
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