Workforce Management

23 hours ago

Manila, National Capital Region, Philippines NTT DATA Full time

"Real-Time Analyst (RTA) - Workforce Management (WFM), BPO

Position Overview

The Real-Time Analyst (RTA) at NTT DATA plays a key role in ensuring smooth delivery operations by monitoring real-time contact center performance, managing staffing, and optimizing service levels across client accounts. This role requires strong analytical skills, quick decision-making, and effective coordination with operations and WFM teams.

Key Responsibilities

Real-Time Monitoring & Management

  • Monitor queues, volumes, SLAs, AHT, agent states, and other real-time metrics.
  • Take timely actions to address spikes, backlogs, or staffing gaps.
  • Execute intraday adjustments such as OT/VTO, break shifts, and skill changes.
  • Communicate real-time performance updates to operations leaders.

Intraday Management

  • Compare actual performance with forecast and staffing plans.
  • Recommend actions to improve service levels and occupancy.
  • Coordinate with supervisors to resolve adherence and shrinkage issues.
  • Update schedules and intraday plans based on operational requirements.

Reporting & Documentation

  • Publish hourly, intraday, and end-of-day reports.
  • Maintain logs for system outages, staffing changes, and actions taken.
  • Provide insights to improve forecasting accuracy and resource planning.

Communication & Collaboration

  • Work closely with WFM Schedulers, Forecasters, and Reporting Analysts.
  • Partner with operations, QA, and leadership teams to understand performance drivers.
  • Notify stakeholders of technical issues or external factors affecting delivery.

Tools & Systems Experience

  • Verint, NICE, Genesys, IEX, Calabrio, Aspect, ServiceNow, MS Teams, Excel, Power BI.

Required Qualifications

  • 1-3 years of RTA/WFM experience in a BPO or contact-center environment.
  • Strong understanding of SL, AHT, ASA, Occupancy, Shrinkage, Adherence.
  • Proficiency with Excel (PivotTables, formulas).
  • Strong communication and coordination skills.
  • Ability to work under pressure with quick decision-making abilities.

Preferred Qualifications

  • Multi-skill or multi-channel environment experience.
  • Understanding of forecasting and scheduling concepts.
  • Experience with dashboards (Power BI/Tableau).
  • Familiarity with global delivery models.

Key Competencies

  • Analytical thinking
  • Attention to detail
  • High sense of urgency
  • Stakeholder management
  • Time management

Summary

The Real-Time Analyst ensures service levels and operational stability by actively monitoring and adjusting workforce distribution in real time. This role is essential in enabling smooth delivery and meeting client expectations.

"

  • Workforce Management Director

    1 week ago

    Manila, National Capital Region, Philippines Support Services Group Full time

    Workforce Management Director (APAC) – Dialer & Workforce Strategy FocusWe're looking for an exceptional Workforce Management Director to lead our APAC WFM organization and drive end-to-end workforce optimization across forecasting, scheduling, staffing, and real-time operations. This role plays a critical part in shaping performance for outbound...

  • Workforce and Quality Manager

    3 days ago

    Manila, National Capital Region, Philippines GodHeir Services Full time

    Category:Business Consulting, Strategy and Digital TransformationLocation:On-site in Taguig City, PhilippinesWork Schedule:Night shiftSalary:Up to PHP 120,000 (depending on experience and qualifications)Experience Level:5+ yearsAbout the Role:We are seeking a strategic, data-driven Workforce & Quality Expert to lead the design, optimisation, and continuous...

  • Senior Workforce Manager

    1 week ago

    Manila, National Capital Region, Philippines IntouchCX Full time

    About IntouchCXIntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term...

  • Workforce Management Analyst

    7 days ago

    Manila, National Capital Region, Philippines JPMorganChase Full time

    JOB DESCRIPTIONIf you're looking to support a Payment Solutions Center, from a workforce management perspective, you have found the right place. The Workforce Management team provides workforce products, technologies, scheduling, forecasting and real time support for the Payments Solution Center contact centers.As a Workforce Analyst in Payments, you will be...

  • Workforce Management

    23 hours ago

    Manila, National Capital Region, Philippines NTT Communications Full time

    "Real-Time Analyst (RTA) – Workforce Management (WFM), BPOPosition OverviewThe Real-Time Analyst (RTA) at NTT DATA plays a key role in ensuring smooth delivery operations by monitoring real-time contact center performance, managing staffing, and optimizing service levels across client accounts. This role requires strong analytical skills, quick...

  • Workforce Management

    22 hours ago

    Manila, National Capital Region, Philippines NTT DATA North America Full time

    "Real-Time Analyst (RTA) – Workforce Management (WFM), BPOPosition OverviewThe Real-Time Analyst (RTA) at NTT DATA plays a key role in ensuring smooth delivery operations by monitoring real-time contact center performance, managing staffing, and optimizing service levels across client accounts. This role requires strong analytical skills, quick...

  • Workforce Management Lead – Partnerships, SCommerce

    23 hours ago

    Manila, National Capital Region, Philippines Shopee Full time

    About The TeamThe Workforce Management Lead – Partnerships ensures SCommerce meets operational targets byaligning headcount supply from agency partners. The role focuses on workforce forecasting, capacityplanning, performance governance, and cross-functional collaboration to support efficient warehouseoperations across multiple sites.Job...

  • Workforce Analyst

    2 weeks ago

    Manila, National Capital Region, Philippines Recoveries corp Full time $240,000 - $720,000 per year

    Optimise call centre operations and drive efficiency with Symbos.Symbos is expanding and looking for a Workforce Management Analyst (Dialer) to join our team. If you have a knack for data analysis, system management, and process improvement in a contact centre environment, this is your chance to make a real impact.What will you do?Operate and optimise...

  • Workforce Management Specialist

    23 hours ago

    Manila, National Capital Region, Philippines PartnerHero Full time

    Role DetailsType of Support: Workforce ManagementContract Duration: Full TimeTraining Schedule: Open to shifting schedules (subject to business requirements)Production Schedule: Open to shifting schedules (subject to business requirements)Work Type and Location: Hybrid, Metro ManilaExpected Start Date: January 8, 2025About UsCrescendo represents peak CX...

  • Workforce Management Specialist

    23 hours ago

    Manila, National Capital Region, Philippines Crescendo Full time

    Role DetailsType of Support:Workforce ManagementContract Duration:Full TimeTraining Schedule:Open to shifting schedules (subject to business requirements)Production Schedule:Open to shifting schedules (subject to business requirements)Work Type and Location:Hybrid, Metro ManilaExpected Start Date:January 8, 2025About UsCrescendorepresents peak CX performance...