Real Time Analyst

Location: Transcom Pasig, National Capital Region, Philippines Real Time Analyst – Workforce Management Real Time Analyst As a Workforce Management Real Time Analyst, you will manage all call center traffic to ensure compliance with customer service level agreements. This includes serving as the call traffic and trending analyst for the assigned operations, providing real-time and historical call center data to internal and external audiences, and working with call center supervisors and managers. You will analyze trends within assigned operations—including call volumes, call patterns, staff productivity, performance trends, shrinkages, and resource allocation—to adjust forecasted intraday call volume, AHT, and staffing and apply action plans to address anticipated gaps. Responsibilities Assists and directs the day-to-day call traffic to service centers, assuring that service level agreements are consistently met. Conducts load-balancing through skill-based routing system. Works with the assigned operations management team in adhering to the planned schedules and activities, implementing action plans aimed to alleviate ongoing and anticipated challenges. Partners with the assigned operations department in developing real-time action plans needed to mitigate ongoing challenges and works with the team for proper execution. Implements and supports a standardized call center staffing model, makes recommendations and adjustments, and serves as a key analyst for staffing questions for management. Communication Provides real-time analysis around productivity-impacting scenarios to customers to enable them to make timely decisions about offline activities and outages. Assists with staffing requirement analysis and scheduling of staff to ensure contractual service levels are always met and communicates the plan to the assigned operations management. Provides ongoing internal communications with call center staff and management on load balancing and staffing requirements in real-time, historically, and proactively. Performs analysis to support call trending and tracking of call volumes used to assist in staffing decisions. Acts as the focal point between the client workforce management team and the assigned operations management. Participates in and contributes to performance improvement activities. Real Time Reporting Establishes and maintains an appropriate level of call center reporting to key stakeholders, including real-time and historical reporting on call volumes, staffing, and historical call trends. Establishes these reporting procedures and becomes a central repository of call center data. Assists operations leaders with ad-hoc reports detailing performance outputs and/or challenges. Participates in special projects and performs other duties as assigned. Outage Escalation and Management Gathers relevant information on technical issues and communicates with the appropriate support departments. Communicates the outage or issue to the supported client counterparts until resolution. Qualifications Preferably a college graduate, or at least with a secondary school diploma. At least 3 years of related contact center experience. Minimum of 1 year traffic management experience in a complex skills-based routing environment, for external candidates. For internal candidates, must have at least 1 year of tenure with Transcom, and no issued PDs. Good understanding of basic contact center metrics and overall contact center operations (applicable to external candidates). Can articulate performance metrics and calculations such as Service Level, Staffing Adherence, Avg Handle Time, Avg Speed of Answer, etc. (applicable to external candidates). Excellent verbal and written communication skills. Benefits Day 1 HMO Rice Subsidy Clothing Allowance 24/7 Teleconsult Free Psychologist Consultation In-house & Online Pharmacy Retirement Fund Free Meal & Medicine (through Transcom’s Tap Card Rewards) Loyalty Incentives Free Shuttle Service What Life at Transcom is like At Transcom, we’re relentlessly committed to our clients and each other. Every day, someone starts their journey with Transcom, turning potential into skills for the future, getting recognized for hard work, teamwork, and supporting others. We champion positive, lasting change in teams and communities. We care and root for each other. You’re included from day one. With the right mindset, there’s no end to how far we can go together. We are highly driven by our “Malasakit” culture, focusing on dignity, equality, and respect. Genuine concern is vital to us, and we collectively shape the company we want to build and live in. Referrals increase your chances of interviewing at Transcom by 2×. #J-18808-Ljbffr