Live Real-Time WFM Analyst - Night Shift (Mandaluyong)

Five Star Solutions, LLC

Mandaluyong

On-site

PHP 427,000 - 511,000

Full time

3 days ago

Be an early applicant

Get a reply from this employer

Your resume and cover letter, tailored to exactly what they’re hiring for.

Get past ATS filters

Benefits offered by this job

HMO coverage after 30 days

13th month pay and statutory benefits

Paid leave credits

Night differential pay

Growth opportunities with fast-scaling

Job summary

Five Star Solutions, LLC is seeking an experienced Real-Time Analyst to monitor real-time queues, adherence, and staffing for US accounts from Mandaluyong. You will act quickly to keep service levels on target, adjusting coverage and deployment as needed.

The role requires 1–2 years of WFM experience in a BPO, strong Excel skills, and excellent English communication with US stakeholders. Night shift work onsite is required at the Rockwell/Mandaluyong site.

Qualifications

1–2 years WFM experience in a BPO or call center.
Solid understanding of call center metrics (service level, AHT, occupancy, shrinkage, adherence, conformance).
Able to monitor several queues or client programs simultaneously.
Willing to work onsite in Mandaluyong on a night shift.
Excellent written and spoken English.

Responsibilities

Monitor agent attendance, schedule adherence and real-time status across shifts.
Track call volumes, queue activity, service level, ASA and abandonment.
Spot service level risks and adjust breaks, skills, and redeploy agents.
Identify staffing gaps and coordinate coverage (OT, VTO/VOT).
Prepare and distribute intraday, end-of-shift and daily performance reports.
Take customer calls during peak volume when needed.