Real Time Analyst

7 hours ago

Cebu City, Central Visayas, Philippines HR TechX Corp. Full time

We are seeking a detail-oriented and proactive Real-Time Analyst (RTA) to join our Workforce Management (WFM) team supporting a retail account. The RTA will be responsible for monitoring call volumes, agent productivity, and adherence to schedules in real time. This role ensures service level targets are consistently met while balancing operational efficiency and customer experience.

Responsibilities
  • Monitor intraday performance of queues, service levels, and staffing across multiple retail programs.
  • Track and report schedule adherence, shrinkage, and occupancy in real time.
  • Coordinate with Operations, WFM Schedulers, and Team Leaders to make adjustments (e.g., breaks, overtime, reallocation of staff).
  • Manage skilling, routing, and agent reassignments based on volume fluctuations.
  • Provide timely intraday reports, alerts, and recommendations to stakeholders.
  • Escalate system outages, staffing gaps, or other issues affecting service delivery.
  • Analyze intraday trends to support decision-making and improve efficiency.
  • Support post-shift and daily performance reviews with accurate reporting.
Qualifications
  • At least 12 years of experience in Workforce Management, preferably as a Real-Time Analyst in the BPO industry.
  • Experience handling retail accounts or seasonal business environments is an advantage.
  • Strong analytical, problem-solving, and decision-making skills.
  • Proficiency in WFM tools (e.g., Avaya CMS, IEX, Genesys, Verint, or similar).

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