WFH - Real Time Analyst

1 week ago

Work from Home, Philippines Staffilocity Full time ₱660,000 per year

About Us:

We are a rapidly growing law firm serving thousands of clients in the US. Our team is committed to delivering excellent legal support and client care, and we rely on efficient workforce operations to ensure that every client inquiry is addressed with urgency and professionalism. To support our continued growth, we are looking for a skilled Real Time Analyst (RTA) to join our workforce management team.

About the Role:

The Real Time Analyst will play a vital role in ensuring our clients receive timely support across multiple communication channels. This role is ideal for someone with strong analytical skills, a proactive mindset, and experience in workforce management within a high-volume environment.

Key Responsibilities:

  • Monitor real-time agent activity and queues for calls, emails, and SMS to maintain service level agreements.
  • Conduct intraday monitoring, ensuring agents adhere to schedules and staffing levels align with business needs.
  • Perform capacity planning and forecasting to optimize resources for peak demand.
  • Create, manage, and adjust agent schedules to meet client and business requirements.
  • Generate and analyze reports, providing insights and recommendations to leadership.
  • Collaborate with operations leaders to address issues impacting client experience and efficiency.
  • Escalate real-time issues promptly to minimize client impact.

Qualifications:

  • Experience as a Real Time Analyst, Workforce Management Specialist, or similar role in a contact center or high-volume client service environment.
  • Strong knowledge of capacity planning, scheduling, and real-time monitoring tools.
  • Ability to generate and interpret workforce management reports.
  • Excellent organizational, analytical, and communication skills.
  • Proven ability to work independently in a remote work-from-home environment.
  • Reliable internet connection and a quiet, professional workspace.

Job Type: Full-time

Pay: Php50, Php55,000.00 per month

Benefits:

  • Paid training
  • Pay raise
  • Work from home

Work Location: Remote

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