WFM Analyst-Real Time

12 hours ago

Metro Manila Philippines ibex Full time
Overview

The Real Time Analyst manages and/or balances service levels for the call center across programs, internal locations, lines of business and products. The analyst manages the performance of the call center according to any contractual agreements and internal goals; the focus is to create positive experiences for customers while maintaining an efficient call center enterprise.

Responsibilities
  • Monitors real-time call volume and schedule conformance to efficiently utilize staffing resources and to meet any necessary contractual obligations
  • Coordinates and manages same day and/or short term off-line event scheduling for call center agents while maintaining acceptable performance of the call center
  • Provides the WFM Scheduling team future exceptions for scheduling in IEX in order to consistently maintain appropriate staffing levels
  • Monitors CMS and RTA to assist the management teams with acceptable agent adherence to schedules
  • Analyzes trends such as call volume, AHT, and attendance to understand and plan for potential over staffing/under staffing conditions; adjust plans prior to and/or same day based on the ability of the call center to attain appropriate performance results
  • Manages agent profiles within CMS to best utilize all staffing resources
  • Monitors available reports to effectively manage the performance each call center business and/or product to acceptable results
  • Participates in Help Desk calls to relay how issues are impacting the call center
  • Assists in the development of all reports and/or processes that increase the ability of the call center to effectively and accurately plan acceptable performance results
  • Effectively communicates call center performance and information by providing the business informational updates regarding the recent, current, and future state of the business.
  • Schedule daily, weekly, monthly meetings to communicate information to Work Force Leaders to set expectations and confirm business needs to allow the business to make sound decisions
  • Provides the business with timely status updates on projects and initiatives
  • Complete necessary reports, ad hoc reports as required
Qualifications
  • Bachelor’s Degree (any field) or equivalent work experience
  • At least 1 year experience specializing in Real-Time Monitoring or Workforce Analysis
  • Advanced knowledge in MS Excel and relevant WF tools such as IEX and CMS.
  • Knowledge in problem solving processes
  • Strong communication skills
  • Above average reporting skills
  • Excellent analytical skills
  • Must possess effective organizational skills and time management skills
  • Ability to work on several projects simultaneously
  • Ability to come up with sound and accurate decisions in any given circumstance
  • Ability to exhibit professionalism
  • Demonstrated ability to work with a team
  • Demonstrated ability to communicate effectively and professionally with internal and external associates
  • Ability to work independently with minimal supervision, meeting multiple deadlines in a high pressure environment.
  • Ability to work a flexible schedule (graveyard/shifting schedule)
  • 6 full-time positions available
  • Ability to start ASAP is an advantage
Seniority level
  • Entry level
Employment type
  • Full-time
Job function
  • Project Management and Information Technology
Industries
  • Outsourcing/Offshoring
#J-18808-Ljbffr

  • Real Time Analyst

    2 weeks ago

    Eastwood, Quezon City, Philippines Ubiquity Global Services, Inc. Full time ₱900,000 - ₱1,200,000 per year

    We're hiring. We are looking for a WFM Real Time Analyst who will assist with long range planning and on-going analysis of real time performance and the determination of alternative plans when necessary. The RTA will collect, evaluate, and prepare reports and/or other complex statistical data for Operations/HR/WFM/Admin on time. Prepare statistical and...

  • WFM Analyst-Real Time

    2 weeks ago

    Manila, National Capital Region, Philippines ibex Full time $40,000 - $80,000 per year

    The Real Time Analyst manages and/or balances service levels for the call center across programs, internal locations, lines of business and products. The analyst manages the performance of the call center according to any contractual agreements and internal goals; the focus is to create positive experiences for customers while maintaining an efficient call...

  • WFM Analyst-Real Time

    1 week ago

    Manila, National Capital Region, Philippines Ibex Full time

    OverviewThe Real Time Analyst manages and/or balances service levels for the call center across programs, internal locations, lines of business and products. The analyst manages the performance of the call center according to any contractual agreements and internal goals; the focus is to create positive experiences for customers while maintaining an...

  • WFM Analyst-Real Time

    2 weeks ago

    Manila, National Capital Region, Philippines ibex Full time

    OverviewThe Real Time Analyst manages and/or balances service levels for the call center across programs, internal locations, lines of business and products. The analyst manages the performance of the call center according to any contractual agreements and internal goals; the focus is to create positive experiences for customers while maintaining an...

  • Workforce Real time Analyst with Scheduling Experience

    7 hours ago

    , Metro Manila, Philippines Optum Full time

    Workforce Real time Analyst with Scheduling Experience Workforce Real time Analyst with Scheduling Experience 1 day ago Be among the first 25 applicants Direct message the job poster from Optum Workforce Real Time Analyst with Scheduling experience JOB RESPONSIBILITIES : Analyzes and investigates Provides explanations and interpretations within area of...

  • Data Analyst

    11 hours ago

    , Metro Manila, Philippines Auctane Full time

    Overview Data Analyst (WFM) at Auctane . We are looking for a Data Analyst who is highly skilled in SQL and passionate about data validation and integrity. You will serve as the connective tissue between our data warehouse and operational reporting, validating datasets, building trusted data connections, and ensuring the accuracy of reporting for Workforce...

  • Real-Time Analyst

    2 weeks ago

    Manila, National Capital Region, Philippines Innodata Knowledge Services, Inc. Full time $40,000 - $80,000 per year

    Job Summary:The Real-Time Analyst (RTA) is responsible for monitoring and managing intraday performance across multiple teams or contact center operations. The RTA ensures service level agreements (SLAs), productivity metrics, and staffing efficiency targets are met by making real-time adjustments to scheduling, routing, and resource allocation. This role...

  • WFM Director

    12 hours ago

    , Metro Manila, Philippines Compass Experience Labs Full time

    Overview MEET COMPASS We are a Business Process Outsourcer (BPO) committed to fostering brand growth through outstanding customer experiences. Compass was founded by e-commerce pioneers who struggled to find an equally innovative customer service partner. Many companies view customer care as merely a cost center, but we believe it offers much more! If you...

  • WFM Resource Planning Analyst

    2 weeks ago

    Philippines ResultsCX Full time $104,000 - $130,878 per year

    WFM Resource Planning Analyst The WFM Resource Planning Analyst provides vision and leadership to the Results organization in workforce management areas such as: Forecasting, Scheduling, and Analysis. The WFM Resource Planning Analyst will support processes to maximize work flow while minimizing causes of client and customer dissatisfaction.We expect...

  • Real Time Analyst

    2 weeks ago

    Clark Freeport Zone, Pampanga, Philippines Sutherland Full time $40,000 - $60,000 per year

    Sutherland is seeking an attentive and goal-oriented person to join us as a Real Time Analyst. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with youLeads in this role get to:Be the expert: Monitor queues in...