WFM Real Time Analyst I
3 weeks ago
Work Arrangement: Onsite (Rockwell Ortigas)Skilled Workforce Management (WFM) Real-Time Analyst to act as an extension of our client, supporting vendor operations and Business Process Outsourcing (BPO) partners. The successful candidate will monitor, analyze, and optimize real-time performance across multiple contact center sites to ensure service level agreements (SLAs) and key performance indicators (KPIs) are consistently met. This role requires exceptional analytical skills, communication, and a collaborative approach to work closely with both the client and external partners.Key Responsibilities:1. Real-Time Monitoring and Management:-Monitor real-time queues, agent adherence, and contact center metrics across multiple vendor or BPO sites.-Proactively identify and resolve deviations from planned staffing or performance targets to minimize service level impacts.-Manage intraday adjustments, including break optimization, skill assignments, and shift changes.2. Collaboration and Communication:-Serve as the primary point of contact between the client and vendor/BPO partners for real-time performance updates.-Escalate critical issues to stakeholders and provide actionable recommendations for resolution.-Communicate intraday performance reports and key insights to clients and vendor partners.3. Data Analysis and Reporting:-Analyze real-time performance data and identify trends affecting productivity, service levels, and customer satisfaction.-Generate and share intraday and end-of-day performance reports, highlighting any variances and corrective actions.4. Intraday Strategy Execution:-Implement intraday strategies to maximize efficiency, including overtime/offline time management and queue prioritization.-Make decisions on agent allocations and workload balancing across channels (e.g., voice, chat, email).5. Process Improvement and Compliance:-Ensure compliance with client-specific WFM processes, policies, and protocols.-Collaborate with stakeholders to implement process improvements aimed at optimizing efficiency and productivity.-Document lessons learned and recommend strategies for continuous improvement in real-time performance management.
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WFM Real Time Analyst I
2 weeks ago
Pasig, Philippines TASQ Staffing Solutions Full timeWork Arrangement: Onsite (Rockwell Ortigas) Skilled Workforce Management (WFM) Real-Time Analyst to act as an extension of our client, supporting vendor operations and Business Process Outsourcing (BPO) partners. The successful candidate will monitor, analyze, and optimize real-time performance across multiple contact center sites to ensure service level...
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MIS/WFM Analyst
1 week ago
Pasig, Philippines WNS Full timeOverview WNS Pasig, National Capital Region, Philippines MIS/WFM Analyst WNS Pasig, National Capital Region, Philippines Qualifications and Job Description Preferably with experience in using the Five9 / Verint tool, but not required. Amenable to work onsite, night/graveyard shift, and willing to be assigned in Eastwood site With experience in workforce real...
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Real Time Analyst
3 weeks ago
Pasig, Philippines Transcom Full timeOverview Transcom Pasig, National Capital Region, Philippines Join to apply for the Real Time Analyst role at Transcom. Hiring for Workforce and Business Intelligence & Reporting professionals. Be the next Real Time Analyst for our Transcom Pasig site. Responsibilities As a Workforce Management Real Time Analyst, manage all call center traffic to ensure...
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Real Time Analyst
1 week ago
Pasig, Philippines The Results Companies Full timeReal Time Analyst The Real Time Analyst is responsible for monitoring statistics, staffing adherence, list penetration, and client key performance indicators. The analyst must take actions to ensure the enterprise achieves its client and internal bill-to-pay goals. In this role, you will: Manage multiple call queues in real time. Monitor staffing levels at...
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Workforce RTA
3 weeks ago
Pasig, Philippines TASQ Staffing Solutions Full timeAbout the job: WFM Real Time Analyst I (Rockwell/Ortigas) Work Arrangement: Onsite (Rockwell/Ortigas) TASQ is looking for a skilled Workforce Management (WFM) Real-Time Analyst to act as an extension of our client, supporting vendor operations and Business Process Outsourcing (BPO) partners. The successful candidate will monitor, analyze, and optimize...
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Workforce RTA
2 weeks ago
Pasig, Philippines TASQ Staffing Solutions Full timeAbout the job: WFM Real Time Analyst I (Rockwell/Ortigas) Work Arrangement: Onsite (Rockwell/Ortigas) TASQ is looking for a skilled Workforce Management (WFM) Real-Time Analyst to act as an extension of our client, supporting vendor operations and Business Process Outsourcing (BPO) partners. The successful candidate will monitor, analyze, and optimize...
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Workforce RTA
2 weeks ago
Pasig, National Capital Region, Philippines TASQ Staffing Solutions Full timeAbout the job: WFM Real Time Analyst I (Rockwell/Ortigas) Work Arrangement: Onsite (Rockwell/Ortigas) TASQ is looking for a skilled Workforce Management (WFM) Real-Time Analyst to act as an extension of our client, supporting vendor operations and Business Process Outsourcing (BPO) partners. The successful candidate will monitor, analyze, and optimize...
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WFM Planner/Forecaster
24 hours ago
Pasig, National Capital Region, Philippines Carelon Global Solutions Full time ₱900,000 - ₱1,200,000 per yearResponsible for performing both real-time analysis and scheduling functions as determined by current business need.Primary duties may include, but are not limited to:Performs real-time analysis duties to ensure service levels are metMonitors call volume demand in real time and flexes workforce accordinglyEnsures that the best possible call center service...
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Realtime Analyst
1 week ago
Pasig, National Capital Region, Philippines ESOL IT SERVICES INC. Full time ₱240,000 - ₱420,000 per yearJOB TITLE: Realtime AnalystLocation: Quezon City, Pasig and TaguigPosition Type: Full TimeWork Set up:On siteSchedule:Shifting ScheduleHeadcount:4Start Date:ASAPSalary Package: 30,000- 35,000Job OverviewWe are looking for an experienced Real-Time Analyst to join our Workforce Management (WFM) team. The successful candidate will be responsible for monitoring...
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Realtime Analyst
1 week ago
Pasig, National Capital Region, Philippines E-Solutions Full time ₱240,000 - ₱420,000 per yearLocation:Quezon City, Pasig, and Taguig (amenable to report on different sites)Work Set Up:Onsite & ShiftingSalary:Up to 35kJob OverviewWe are looking for an experiencedReal-Time Analystto join our Workforce Management (WFM) team. The successful candidate will be responsible for monitoring and managing real-time contact center performance to ensure adherence...
