Global Real-Time Workforce Analyst for SLA & Capacity

Yngen Datacom Corp.; San Pedro; On-site; PHP 446,000 - 725,000; Full time

Job summary

Yngen Holdings Inc. is seeking a Real-Time Analyst to balance data, people, and performance across global operations. You will monitor real-time workload across multiple sites, collaborate with external stakeholders, and ensure SLA targets are met.

The role emphasizes intraday capacity planning, variance analysis, and proactive reporting to support the workforce team and drive operational efficiency.

Qualifications

• More than 1 year experience as Real-Time Analyst in a BPO setup.
• Experience with Google Sheets (e.g. v-lookups, pivot, etc).
• Strong people focus and ability to work with teams even during challenging times.
• Ability to make complex decisions thinking about the whole team.

Responsibilities

• Monitor real-time workload across multiple sites, skills, and platforms
• Cooperate with external stakeholders in real-time to maximize productivity and achieve SLA targets
• Analyze daily capacity based on actual staffing and report variance in the forecast
• Reforecast intraday volume and HAT based on current trends
• Proactively create intraday real-time reports of service levels for all queues at all sites, advising of variances in forecast, AHT, and occupancy
• Work with peers in other teams to identify opportunities for upskilling training or offline activities
• Educate global operations on WFM principles and the importance of schedule adherence
• Update WFM platform with unplanned shrinkage
• Handle ad hoc downtime and reporting requests
• Support workforce team in administrative tasks including HR, Time-Off management, agent communication, and internal documents

Skills

Real-Time Analytics

Google Sheets

Teamwork

Decision Making

Job description

Yngen Holdings Inc. is seeking a Real-Time Analyst to balance data, people, and performance across global operations. You will monitor real-time workload across multiple sites, collaborate with external stakeholders, and ensure SLA targets are met.

The role emphasizes intraday capacity planning, variance analysis, and proactive reporting to support the workforce team and drive operational efficiency.