Real Time Analyst

2 weeks ago

Antipolo City, Calabarzon, Philippines Intelegencia Full time ₱180,000 - ₱360,000 per year

We are looking for two (2) highly driven Real Time Analysts (RTA) to join our team. This role plays a vital part in ensuring service levels and workforce efficiency are met through real-time monitoring, reporting, and scheduling.

As an RTA, you will work closely with Operations and Service Delivery to manage intra-day workforce activities, analyze KPIs, provide staffing recommendations, and maintain optimal agent adherence.

Key Responsibilities:

  • Develop and maintain staffing schedules based on forecasted volumes
  • Monitor real-time call volumes and agent adherence
  • Analyze and interpret data to identify workforce challenges
  • Create regular and ad-hoc reports on KPIs and CS metrics
  • Provide recommendations to enhance operational efficiency
  • Respond to service level fluctuations in real-time
  • Support operations with workforce-related insights and data

Qualifications:

  • Bachelor's Degree holder (any course)
  • Minimum of 3 years of experience in Workforce Management
  • Strong analytical skills and the ability to interpret performance data
  • Proficient in Microsoft Office (especially Excel, Word, PowerPoint)
  • Knowledgeable in WFM tools, methodologies, and concepts
  • Experience conducting Root Cause Analysis (RCA)
  • Workforce Management certification is a plus
  • Must be highly organized, self-motivated, and detail-oriented
  • Ability to multitask and manage shifting priorities
  • Must be amenable to a flexible schedule, including weekends
  • Able to work independently with minimal supervision
  • Strong interpersonal and communication skills

Job Type: Full-time

Pay: Php25, Php30,000.00 per month

Benefits:

  • Additional leave
  • Company Christmas gift
  • Company events
  • Discounted lunch
  • Health insurance
  • Life insurance
  • Opportunities for promotion
  • Paid training
  • Pay raise
  • Promotion to permanent employee
  • Staff meals provided

Work Location: In person

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