Workforce Real-Time Analyst

3 weeks ago

Quezon City, Philippines Stark Asia Solutions Inc. Full time

We are looking for detail-oriented and analytical Workforce Real-Time Analysts to join our growing team. The role is vital in ensuring service level targets are met by monitoring real-time operations, analyzing performance, and providing actionable insights to support business efficiency.

Key Responsibilities
  • Monitor and manage real-time contact center performance (queues, agent activities, service levels).
  • Provide timely reporting, alerts, and recommendations to Operations for staffing adjustments.
  • Coordinate with Workforce and Operations teams to ensure adherence to schedules and optimize resources.
  • Prepare daily/weekly/monthly performance reports and identify areas for improvement.
  • Leverage workforce management tools such as Verint, IEX, Genesys, Power BI, and MS Excel for tracking and analysis.
  • Support process improvements through trend analysis and operational insights.
Quezon City Site (Night Shift, Onsite)
  • At least 2nd year college completed or College Graduate
  • Minimum 2 years’ experience as a Real-Time Analyst in a BPO setup
  • Strong communication and analytical skills
  • Preferably with Power BI knowledge
Cebu City Site (24x7 Shifting, Onsite)
  • At least 2nd year college completed or College Graduate
  • Minimum 1 year experience as a Real-Time Analyst (preferably in retail domain )
  • Strong communication and analytical skills
Why Join Us?
  • Competitive salary package (₱40,000/month)
  • Opportunity to work with a dynamic team in a fast-paced BPO environment
  • Career growth and skill development in workforce management
  • Knowledge in Verint, IEX, Genesys, and MS Excel
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