(): WFM Real Time Analyst I- Telco

Real-Time Analyst (RTA)

Location: Alphaland, Makati, Philippines
Account: Telco
Work Setup: Onsite
Schedule: Shifting Schedule

Job Summary

We are looking for a Real-Time Analyst (RTA) to oversee real-time workforce management and operational support activities within the contact center. The role will be responsible for monitoring staffing levels, schedules, service performance, and workforce-related issues to ensure smooth day-to-day operations.

The RTA will work closely with operations and workforce management teams, identify performance gaps, and recommend appropriate solutions to improve productivity and service levels.

Key Responsibilities

• Monitor real-time contact center operations and workforce performance.

• Track staffing levels, attendance, schedule adherence, and service levels.

• Support workforce planning activities including staffing, scheduling, and forecasting.

• Identify and address real-time staffing and operational issues.

• Monitor key contact center KPIs and provide timely updates to stakeholders.

• Coordinate with Operations and WFM teams to manage intraday requirements.

• Support implementation and execution of workforce management processes.

• Analyze operational data and identify trends, gaps, and improvement opportunities.

• Share best practices and recommend solutions for process improvement.

• Maintain accurate reports and provide regular operational updates.

• Support continuous improvement of day-to-day workforce management processes.

• May support training and quality-related initiatives as required.

Qualifications

• At least 1+ year of experience in WFM/RTA .

• At least 1+ year of BPO experience .

• Hands-on experience in 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 .

• Must be willing to work onsite in Makati .

Pre-Screening Questions

1. How many years of experience do you have in WFM/RTA ?

2. How many years of BPO experience do you have?

3. Which WFM tools have you used?

4. What is your last drawn salary ?

5. What is your expected salary ?

Important Rehire Note

Former Teleperformance employees are not eligible for rehire , whether directly or through a third party.

Candidates from PSG Global Solutions, Majorel, and Aegis USA are also not eligible for rehire, as these companies have been acquired by Teleperformance.