Workforce Management/Real Time Analyst

1 week ago

Quezon City, Philippines Risewave Consulting Inc. Full time

Qualifications

  • Must be willing to work onsite in Eastwood
  • 2-3 years’ experience in a Customer Service environment in WFM
  • Amenable to work onsite
  • Amenable to work nightshift
  • Experience in Real-time Analyst and Reporting tasks
  • Proficient in MS Office (particularly in MS Excel, Report automation using Power Query, Power Pivot, Data Modeling) and Google Suite
  • High proficiency in verbal and written English
Roles and Responsibilities
  • Sending of interval / hourly reports like Attendance Report, Intraday Performance Report, Productivity Report, etc.
  • System issue tracking
  • Responsible for the monitoring of all issues that may impact service levels (SL’s) and take the appropriate to resolve or reduce these impacts.
  • Perform oversight responsibilities as required to ensure all SLA’s are met.
  • Evaluate events surrounding schedule adherence and operational situations which may impact productivity such as absenteeism or system outages.
  • In this role you will be required to solve problems as they may arise with real time intervention.
  • Include but not limited to Real-time monitoring and reporting of schedule deviations like breaks, absenteeism, late login, early login and any non-schedule adherence
  • Work on real-time requests related to schedule changes, off phone activities and profile changes
  • Communicate daily reports to leadership teams (WFM and Operations) on Service Level (SL) performance
  • Initiate escalation process for system outages and Service Level Agreements (SLA) risks
  • Take mitigation steps to ensure SL’s are met
  • Be the primary interface between WFM and site operations while strengthening a positive partnership
  • Experience, knowledge, skills and attributes required
  • Other tasks that may be assigned to him/her by WFM Supervisor.
#J-18808-Ljbffr

  • Workforce Real-Time Analyst

    2 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...

  • Workforce Management Real Time Analyst

    2 weeks ago

    Cebu City, Philippines XMC INC. Full time

    Overview XMC INC. Cebu, Central Visayas, Philippines Sr Workforce Manager in XMC BPO. I am electrocuted with a high voltage of joy in workforce services. Role Description This is a full-time, on-site role for a Workforce Management Real Time Analyst, located in Cebu. The Workforce Management Real Time Analyst will be responsible for monitoring real-time...

  • Workforce Management Real Time Analyst

    4 days ago

    Cebu City, Central Visayas, Philippines XMC INC. Full time ₱900,000 - ₱1,200,000 per year

    Company DescriptionXMC Inc. is a Business Process Outsourcing Agency dedicated to delivering essential services through comprehensive customer service solutions. We strive to provide access to high-quality support that meets the needs of our clients. Our commitment to excellence and customer satisfaction sets us apart in the industry.Role DescriptionThis is...

  • Real Time Analyst

    2 days ago

    Cebu City, Central Visayas, Philippines TASQ Staffing Solutions Full time ₱900,000 - ₱1,200,000 per year

    REAL-TIME ANALYST Work On-site in Cebu City Shifting Schedule Job Responsibilities: 1. Provide real-time monitoring via available tools and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives. 2. Perform continual analysis of current performance and...

  • Real Time Analyst

    3 weeks ago

    Quezon City, National Capital Region, Philippines Manulife Financial Full time

    The CSC Operations Real Time Analyst is responsible for multi-site real-time monitoring, queue management, tracking of schedule adherence and management of resources driven by real time trends to ensure consistency in Service Level performance.Position ResponsibilitiesMonitor real-time adherence across multiple sites, handle adherence issues, and log...

  • Real Time Analyst

    4 weeks ago

    Quezon City, National Capital Region, Philippines Manulife Financial Full time

    The CSC Operations Real Time Analyst is responsible for multi-site real-time monitoring, queue management, tracking of schedule adherence and management of resources driven by real time trends to ensure consistency in Service Level performance.Position ResponsibilitiesMonitor real-time adherence across multiple sites, handle adherence issues, and log...

  • Real Time Analyst

    2 weeks ago

    Quezon City, Philippines Manulife Financial Full time

    The CSC Operations Real Time Analyst is responsible for multi-site real-time monitoring, queue management, tracking of schedule adherence and management of resources driven by real time trends to ensure consistency in Service Level performance. Position Responsibilities Monitor real-time adherence across multiple sites, handle adherence issues, and log...

  • Real Time Analyst

    4 days ago

    Quezon City, National Capital Region, Philippines Manulife Full time $60,000 - $80,000 per year

    The CSC Operations Real Time Analyst is responsible for multi-site real-time monitoring, queue management, tracking of schedule adherence and management of resources driven by real time trends to ensure consistency in Service Level performance.Position Responsibilities:Monitor real-time adherence across multiple sites, handle adherence issues, and log...

  • Real-Time Analyst

    4 days ago

    Makati City, National Capital Region, Philippines Lean Solutions Group Full time ₱900,000 - ₱1,200,000 per year

    The Real-Time Analyst (RTA) plays a critical role in ensuring smooth daily operations by monitoring queues, managing agent schedule adherence, and providing real-time insights to support optimal staffing and service levels. This role partners closely with Operations and Workforce Management to drive efficiency and meet client expectations in a fast-paced BPO...

  • Real-Time Analyst

    4 days ago

    Makati City, National Capital Region, Philippines LSG Makati, PH Full time ₱900,000 - ₱1,200,000 per year

    The Real-Time Analyst (RTA) plays a critical role in ensuring smooth daily operations by monitoring queues, managing agent schedule adherence, and providing real-time insights to support optimal staffing and service levels. This role partners closely with Operations and Workforce Management to drive efficiency and meet client expectations in a fast-paced BPO...