(): WFM Real Time Analyst I- Telco
Gratitude Inc
Job Title: Real-Time Analyst (RTA)
Account: Telco
Work Location: Alphaland, Makati
Work Setup: Onsite
Schedule: Shifting Schedule
Job Summary
We are looking for a Real-Time Analyst (RTA) with strong Workforce Management (WFM) experience to oversee real-time operational support for a contact center. The role will be responsible for monitoring staffing, scheduling, forecasting, service levels, and other workforce-related activities to ensure smooth and efficient operations.
Key Responsibilities
Monitor real-time contact center performance and operational support requirements.
Oversee workforce planning activities including staffing, scheduling, and forecasting .
Monitor adherence, staffing levels, service levels, and operational KPIs.
Identify real-time staffing gaps and recommend appropriate corrective actions.
Support the implementation and execution of workforce management processes and procedures.
Monitor operational trends and provide relevant insights to stakeholders.
Support contact center training and other operational initiatives when required.
Develop and share WFM best practices.
Identify opportunities for continuous improvement in day-to-day processes.
Develop appropriate solutions to workforce and operational challenges.
Collaborate with operations and other stakeholders to ensure effective workforce utilization.
Qualifications
At least 1+ year of WFM/RTA experience .
At least 1+ year of BPO experience .
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.
Willingness to work on a shifting schedule .
Must be willing to work onsite in Makati .
Pre-Screening Questions
Years of experience in WFM/RTA
Years of BPO experience
WFM tools used
Last drawn salary
Expected salary
Important Eligibility 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.
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