Real Time Staffing Specialist

2 days ago

Quezon City, National Capital Region, Philippines beBeeAnalyst Full time ₱800,000 - ₱1,200,000
Job Summary

The Role of Real Time Analyst is to ensure optimal staffing and schedule adherence throughout the day. The position involves tracking agent activity, managing skilling and breaks, responding to volume spikes, and coordinating with operations for real-time decision making.

  • Monitor live call center operations to ensure service levels are met
  • Manage skilling, breaks, and intraday schedule adjustments to maintain efficiency
  • Respond to volume spikes and coordinate with Operations for support
  • Track and report real-time metrics and performance issues

Required Skills and Qualifications

To be successful in this role, you will need:

  • Bachelor's degree or equivalent work experience
  • At least 1–2 years of experience in Workforce Management or RTA role
  • Familiarity with WFM tools (e.g., NICE, Verint, Genesys, or similar)
  • Strong understanding of call center metrics (SLA, AHT, shrinkage, etc.)
  • Proficient in MS Excel and other reporting tools
  • Excellent attention to detail and time management skills
  • Strong analytical and problem-solving abilities

Benefits and Opportunities

This role offers:

  • Opportunities for career growth and professional development
  • A dynamic and fast-paced work environment
  • Collaboration with a talented team of professionals

About the Position

This is an exciting opportunity to join our team as a Real Time Analyst. If you have the skills and qualifications outlined above, we encourage you to apply.

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