Intraday WFM Analyst: Real-Time Performance

Confidential; Quezon City; On-site; PHP 201,000 - 357,000; Full time

Job summary

Confidential is seeking a Real Time Analyst to monitor real-time operations performance and verify attendance, producing intraday reports to ensure service levels are met.

The role involves tracking metrics such as attendance, schedule adherence, AHT, ACD, and ACW, and delivering real-time and post-mortem insights to Operations leaders. Strong English proficiency and 1 year in a contact center are expected.

Qualifications

• 1 year of contact center experience.
• Workforce management experience is a plus.
• High school diploma.
• Decent English proficiency (oral & written).

Responsibilities

• Monitor real-time metrics (attendance & schedule adherence, AHT, ACD, ACW) to ensure staffing and SLA compliance.
• Provide real-time performance reports and post-mortem reports to Operations leaders.
• Proactively communicate intraday challenges impacting SLAs to Operations leaders.
• Support communication with team leaders and frontline team members.

Skills

Real-time analysis

Performance reporting

Communication skills

Team coordination

Education

High school diploma

Job description

Confidential is seeking a Real Time Analyst to monitor real-time operations performance and verify attendance, producing intraday reports to ensure service levels are met.

The role involves tracking metrics such as attendance, schedule adherence, AHT, ACD, and ACW, and delivering real-time and post-mortem insights to Operations leaders. Strong English proficiency and 1 year in a contact center are expected.