Workforce Management Real-Time Analyst

The Workforce Management Real-Time Analyst (RTA) plays a critical role in ensuring smooth daily operations by monitoring queues, managing agent schedule adherence, and providing real-time insights to support optimal staffing and service levels. This position also includes scheduling and capacity planning responsibilities, partnering closely with Operations and Workforce Management to drive efficiency and meet client expectations in a fast-paced BPO environment.

Key Responsibilities

Real-Time Monitoring & Intraday Management

• Monitor call/chat/email queues and agent activity to ensure service level agreements (SLAs) are consistently met.
• Enforce schedule adherence and ensure proper use of activity codes across teams.
• Track and analyze intraday metrics such as shrinkage, average handle time (AHT), outages, and under/overstaffing to recommend timely adjustments.
• Provide real-time updates to Operations regarding staffing compliance, skill allocation, and system performance.
• Generate and share real-time and intraday reports on KPIs such as adherence, shrinkage, service levels, and interval compliance.
• Support Operations during unexpected events (e.g., outages, spikes in volume, absenteeism) with actionable recommendations.

Scheduling & Capacity Planning

• Develop and maintain agent schedules aligned with forecasted demand, factoring in shrinkage and operational requirements.
• Analyze historical trends to create accurate short- and long-term capacity plans.
• Collaborate with Operations, Talent Acquisition, and HR to recommend hiring or cross-training plans based on projected growth and staffing needs.
• Assist in distributing shrinkage, managing shift adjustments, and optimizing schedules to meet business objectives.

Tool Utilization & Reporting

• Manage forecasting, scheduling, and reporting through NICE IEX WFM (experience with Aspect or Verint is a plus).
• Train or assist team members in using workforce management tools and best practices when required.

Qualifications & Skills

• At least 2–3 years of experience as a Real-Time Analyst, Workforce Analyst, or similar role within a BPO/Call Center environment.
• Strong understanding of contact center operations and workforce management practices.
• Proven experience in scheduling and capacity planning.
• Proficiency in NICE IEX workforce management software (Aspect or Verint acceptable).
• Advanced Microsoft Excel skills (e.g., VLOOKUP, INDEX, pivot tables, MATCH, macros).
• Strong analytical, problem-solving, and decision-making skills.
• Excellent written and verbal communication skills.
• Ability to multitask, prioritize, and respond quickly in high-pressure environments.

Education

• At least Senior High School Graduate or College Level (any course).
• Bachelor's degree is an advantage but not required.

What We Offer

• Competitive salary and comprehensive benefits package
• Professional development and growth opportunities
• Collaborative, dynamic work environment

Job Types: Full-time, Permanent

Benefits:

• Health insurance
• Life insurance
• Opportunities for promotion
• Paid training
• Promotion to permanent employee

Application Question(s):

• Do you have at least 2 years of experience as a Workforce/Real-Time Analyst (or equivalent) in a BPO or contact center environment?
• Have you personally handled both scheduling and capacity planning tasks (not just real-time monitoring) for a contact center?
• Are you proficient in using NICE IEX Workforce Management software for forecasting, scheduling, and intraday management?
• Are you willing to work onsite in Makati City?
• Are you willing to start immediately?
• What is your salary expectation for the position?

Work Location: In person