Real Time Analyst
1 week ago
Forecasting & Planning:
Develop short- and long-term forecasts using historical data, trends, and business drivers.
Conduct capacity planning and provide insights to align staffing with anticipated workload.
Scheduling:
Create efficient schedules that meet business requirements and service level objectives.
Adjust schedules based on business needs, shrinkage trends, and agent availability.
Real-Time Management (RTA):
Monitor real-time service levels, occupancy, and agent adherence.
Respond proactively to intraday issues such as high call volumes, absenteeism, or system outages.
Reporting & Analytics:
Generate and analyze WFM reports (e.g., staffing efficiency, adherence, forecast accuracy).
Identify performance trends and provide actionable insights to improve WFM processes.
Bachelor's degree in Business, Statistics, Mathematics, or a related field (or equivalent experience).
3+ years of experience in workforce management, preferably in a contact center or service environment.
Strong analytical and problem-solving skills.
Proficiency in WFM tools (e.g., NICE IEX, Verint, Aspect, or similar).
Advanced Excel skills; experience with SQL or data visualization tools is a plus.
Excellent communication and organizational skills.
Job Types: Full-time, Permanent
Pay: From Php35,000.00 per month
Benefits:
- Additional leave
- Company Christmas gift
- Company events
- Health insurance
- Life insurance
- Opportunities for promotion
- Paid training
- Pay raise
Work Location: In person
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