WFM -Real Time Analyst (BPO)

Job Summary:

A Real-Time Analyst is responsible for monitoring and managing the flow of operations, resources, and performance in real-time, typically within customer service, contact centers, or business operations. They ensure that resources are appropriately allocated to meet the business's operational needs, often focusing on maximizing efficiency and minimizing service disruptions.

Roles and Responsibilities:

• Real-Time Monitoring: Monitor real-time performance metrics such as call volumes, agent adherence to schedules, service level attainment, and other key performance indicators (KPIs) to ensure optimal operational efficiency.
• Adherence Management: Track and manage agent adherence to assigned schedules, including break and lunch times, to minimize deviations and maintain service levels.
• Schedule Adjustments: Make real-time adjustments to staffing levels, breaks, and shifts based on current call volumes, agent availability, and unforeseen events to optimize resource utilization and maintain service level agreements (SLAs).
• Alert Management: Respond promptly to alerts and notifications regarding potential service level breaches, agent availability issues, or other operational disruptions, taking proactive measures to mitigate risks and minimize impact on customer experience.
• Performance Reporting: Generate and analyze performance reports on key metrics such as average handle time (AHT), first call resolution (FCR), customer satisfaction scores (CSAT), and agent productivity, providing insights and recommendations for improvement to management and relevant stakeholders.
• Attendance Reporting: Maintain accurate records of agent attendance, including absences, tardiness, and time-off requests, and generate attendance reports for management review and payroll processing.
• Communication: Maintain effective communication channels with team members, supervisors, and other stakeholders to provide timely updates on performance metrics, staffing adjustments, attendance issues, and any operational issues requiring attention.
• Reporting: Generate and analyze real-time and historical reports to identify trends, patterns, and areas for improvement in operational performance, staffing efficiency, attendance management, and adherence to schedules.
• Forecasting Support: Collaborate with forecasting and scheduling teams to provide input and insights based on real-time observations and data analysis, contributing to the development of accurate staffing forecasts and schedules.
• Continuous Improvement: Identify opportunities for process improvements, automation, and optimization of WFM systems and practices to enhance operational efficiency, maximize productivity, and improve customer satisfaction.
• Downtime and Incident Management – RTA should be responsible for reporting downtime or incidents on immediate basis and taking necessary actions with tech team to address the issue.
• Shrinkage Trend Reports – RTA should be responsible for creating hourly, daily, trend in and out of office shrinkage report and reporting it out to leadership team.
• Working Hour Report - RTA should be responsible for tracking the total time agents are logged in and available for work, including their attendance, adherence to their scheduled shifts, and any deviations from their planned work hours.
• Generating Report Templates & Adhocs - RTA should be responsible for generating any kind of adhoc templates for reporting purposes and publishing the same.
• Headcount and Attrition Report – RTA should be responsible for maintaining the current headcount report and reporting it out on a weekly basis along with attrition details.
• Average Handling Time – RTA should be responsible for tracking and publishing AHT report to leadership on a regular interval maintaining the report for WTD, MTD.

Qualifications:

• Previous experience in a real-time monitoring or workforce management role within a BPO setting is preferred.
• 2 to 4 years of RTA experience
• Analytical Skills: Strong analytical and problem-solving skills, with the ability to interpret complex data, identify trends, and make data-driven decisions in real-time.
• Communication: Excellent verbal and written communication skills, with the ability to effectively communicate with diverse stakeholders at all levels of the organization.
• Technical Proficiency: Proficiency with WFM software tools and platforms, as well as proficiency in Microsoft Excel or other data analysis tools, is highly desirable.
• Adaptability: Ability to work effectively in a fast-paced, dynamic environment with shifting priorities and competing demands, while maintaining a high level of accuracy and attention to detail.
• Teamwork: Strong collaborative skills and the ability to work effectively as part of a cross-functional team, contributing to shared goals and objectives.
• Customer Focus: Commitment to delivering exceptional customer service and maintaining service level standards, with a focus on meeting or exceeding customer expectations.

Job Type: Full-time

Pay: Php30, Php38,000.00 per month

Work Location: In person