Real-Time Analyst

3 hours ago

Ayala Alabang, National Capital Region, Philippines Moder Solutions Inc. Full time ₱250,000 - ₱600,000 per year

About the Role

We're looking for a Real-Time Analyst to join our Workforce Management team in Alabang. As an RTA, you'll play a critical role in ensuring smooth operations by monitoring performance, managing adherence, and making real-time decisions to keep service levels on track.


Key Responsibilities

  • Monitor & Analyze: Track real-time metrics (call volumes, SLAs, agent adherence) to maintain operational efficiency.
  • Schedule Management: Adjust staffing, breaks, and shifts based on live data and unexpected changes.
  • Alert Response: Act quickly to resolve service level risks and operational disruptions.
  • Reporting: Prepare and publish reports on AHT, shrinkage, attendance, headcount, and attrition.
  • Collaboration: Work closely with WFM, operations, and leadership teams to support forecasting and continuous improvement.
  • Incident Management: Report downtime and coordinate with tech teams for resolution.

Qualifications

  • Bachelor's degree (preferred).
  • 2–4 years experience as an RTA or in Workforce Management within a BPO environment.
  • Strong analytical and problem-solving skills.
  • Proficiency in WFM tools and MS Excel.
  • Excellent communication and adaptability in a fast-paced setting.
  • Willing to work onsite on a night shift, residing near Alabang

What We Offer

  • Competitive salary package.
  • HMO coverage + 1 free dependent.
  • Life insurance.
  • Career growth in a dynamic BPO environment.

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