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Workforce Performance Manager

1 week ago

Manila, National Capital Region, Philippines Stark Asia Solutions Inc. Full time
Job Summary

A Real-Time Analyst (RTA) plays a crucial role in monitoring and managing real-time workforce performance to ensure service level goals are met.

Key Responsibilities:
  • Track call volumes, agent adherence, and queue statuses
  • Identify and address deviations to maintain operational efficiency
  • Adjust schedules, reallocate resources, and communicate with teams to resolve immediate issues
  • Provide reports and insights on real-time data trends, support decision-making, and contribute to optimizing workforce processes
Requirements

We are seeking candidates with the following qualifications:

  • At least 2 years of relevant experience in workforce management or real-time monitoring
  • Strong analytical and problem-solving skills
  • Proficiency in workforce management tools and software (e.g., Verint, IEX, NICE)
  • Excellent communication and coordination abilities
  • Ability to work under pressure and adapt to fast-paced environments
  • Knowledge of call center operations and metrics such as SLA, AHT, and occupancy
  • Detail-oriented with the ability to analyze data and provide actionable insights