Workforce RTA

About 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 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.