Real Time Analyst

Role Details

Type of Support: Workforce Management
Contract Duration: Seasonal (2 months)
Training Schedule: 6:00 AM - 3:00 PM PST
Production Schedule: 6:00 AM - 3:00 PM PST
Work Type and Location: Hybrid, Metro Manila
Expected Start Date: ASAP 
 

About Us

Crescendo represents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations, delivering results that scale and support that never sleeps.

More than that, Crescendo is about people. We don't just connect talent with opportunity—we create a place where careers grow, ideas thrive, and people are empowered to make an impact.

Join us at Crescendo, and let's build the future of customer experience together.
 

About The Role

A Workforce Management Specialist is responsible for real-time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of incoming calls at the desired service level.

This position interprets data, formulates, and implements modifications to staffing plans for agent schedules and skill assignments to balance resources, both in real-time and in future planning, to meet all service levels and performance guarantees. Uses independent judgment to manage and shift staff resources dynamically to support call center goals and communicate any conditions that may affect success.

The ideal candidate can read data on sight and make recommendations on the strings to pull to drive the team to success. They should have customer support expertise and familiarity with reporting tools, including Microsoft Excel/Google Sheets. They will be expected to maintain several parallel reports with rigid detail and an eye for issues and improvements.

What you'll do:

• Monitoring call/chat/email volume, daily attendance, and program break schedules to maintain efficient distribution among all available resources
• Monitoring and maintaining agent adherence through the use of available systems
• Working closely with the operations and leadership teams to identify individual cases that might impact team performance
• Tracking absenteeism as reported to the workforce team
• Coordinating off-phone agent activity scheduling, such as team meetings and training events
• Proactively providing ongoing internal communications with Leadership on load balancing and staffing requirements in real-time and historically
• Generating ideas for process and service improvement planning
• Participating in and contributing to performance improvement activities
• Completing daily, biweekly, and monthly internal reports
• Sensing trends in real-time to give clarity to Crescendo and the partner's teams, and identifying opportunities for process and structure improvements
• Assisting with projects and other duties as requested or assigned
• Assisting in implementing and maintaining operational processes to ensure compliance with Company policies, legal requirements, and regulatory mandates
• Reviewing and adhering to all Company policies and procedures and the Employee Handbook

What we expect from you:

• 2-3+ years experience in a BPO organization, as part of workforce management ideally within a customer support, contact center environment
• Solid knowledge of Google Sheets, and Workforce planning tools
• Sufficient use of 3rd party data warehousing tools like Metabase, Looker, etc.
• Organized, super analytical, and detail-oriented
• Very strong written and verbal communication skills with the ability to reduce informational complexity to clear, succinct, and concise steps
• Knowledge, understanding, and experience working with customer support productivity metrics (AHT, FCR, ART, etc)
• Knowledge, understanding, and experience working with contact center metrics (Shrinkage, Adherence, Occupancy, etc)
• A high degree of comfort with data - obtaining, analyzing, and reporting
• Familiarity with data visualization platforms like Google Data Insights, Tableau, Chartio, Datazen, Data Studio, Power BI and Plotly
• Familiarity with numerous CX / CRM platforms, such as Zendesk, Salesforce, Help Scout, and Freshdesk
• Familiarity with common KPIs, benchmarks, and reporting best practices in a CX context
• Knowledge and experience working on SaAS platforms is good to have but not required
• A leader that can build a strategic vision and generate buy-in through influential storytelling
• Experienced in selecting, implementing, and optimizing customer experience and workforce management technology
• Ability to multitask, collaborate, and prioritize in a fast-paced and deadline-driven environment
• An optimistic, high-energy problem solver who pursues sustainable long-term solutions
• Self-motivated - you don't look for direction, you make it happen

What you'll get in return:

• Competitive compensation based on experience
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by Crescendo and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture Is At Our Core

Core values give our work intention and our culture its edge. They're the standards we hold for ourselves, our partners, and each other.

• Care for others: Empathy is a key driver. When people thrive, so does the mission.
• Embrace growth: Curiosity fuels progress. Take bold risks, sharpen your edge, go forward.
• Manifest trust: Trust is our currency. Earn it daily, protect it fiercely, and let it fuel what's next.
• Take ownership: Bold choices with integrity at the core—that's how impact lasts.
• Be humble: Humility opens the door to better ideas. Hear others, lift others, keep learning.

Crescendo is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact

PRIVACY NOTICE

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