Workforce Management Analyst

eClerx Muntinlupa City, National Capital Region, Philippines

Workforce Management Analyst - RTA

eClerx Muntinlupa City, National Capital Region, Philippines

2 days ago Be among the first 25 applicants

Job Title: Workforce Management – Real Time Analyst (RTA)

Work Setup: Onsite

Reports To: Workforce Manager / WFM Supervisor

Position Summary

The Real Time Analyst is responsible for monitoring, managing, and optimizing intraday staffing levels to ensure service level agreements (SLAs) and key performance indicators (KPIs) are met. This role provides real-time support to operations by managing agent schedules, monitoring adherence, handling skilling changes, and escalating any performance-impacting events to leadership.

Key Responsibilities

Real-Time Monitoring & Management

• Monitor agent activities and adherence to schedules using WFM tools in real time.
• Track call volumes, average handle time (AHT), shrinkage, and staffing levels against forecast.
• Identify variances from plan and take immediate action to address gaps (e.g., adjusting breaks/lunches, moving agents between queues).
• Execute schedule changes in real time to meet SLAs.
• Manage skilling changes, overtime offers, or voluntary time-off (VTO) to balance staffing requirements.
• Escalate potential service level risks to WFM and Operations leadership.

Reporting & Communication

• Provide timely updates on performance, adherence, and SLA status to operations.
• Prepare and distribute intraday performance reports.
• Maintain accurate documentation of intraday events, outages, and decisions made.
• Partner with Operations, WFM Planners, and IT to resolve issues impacting productivity.
• Participate in calibration and post-shift review meetings to recommend process improvements.

Qualifications

• Bachelor’s degree in any field (preferred) or equivalent work experience.
• At least 1–2 years of experience in Workforce Management, preferably as an RTA in a BPO setting.
• Strong analytical, problem-solving, and decision-making skills.
• Proficiency in WFM software/tools (e.g., NICE, Verint, Aspect, Genesys) and MS Excel.
• Good communication skills and the ability to work in a fast-paced environment.
• Detail-oriented with strong organizational skills.
• Proactive problem-solving to prevent SLA breaches.
• Strong attention to detail and accuracy in data handling.
• Ability to multi-task and work with multiple teams simultaneously.

Performance Indicators

• Adherence to service levels and response times.
• Intraday schedule adherence and utilization.
• Timeliness and accuracy of reporting.
• Minimal SLA breaches due to staffing issues.

Seniority level

• Seniority level Associate

Employment type

• Employment type Full-time

Job function

• Job function Analyst
• Industries Outsourcing and Offshoring Consulting

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