Onsite Real-Time Analyst – UK Financial Services

Gratitude Philippines

Manila

On-site

PHP 558,000 - 893,000

Full time

14 days+

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Job summary

Gratitude Philippines is seeking a detail-oriented Real-Time Analyst (RTA) to support UK Financial Customer Service from a 100% onsite setup in Quezon City. You will monitor real-time performance, assist in scheduling, and analyze operational data to optimize contact center efficiency across shifts.

The ideal candidate has 1–2 years in Workforce Management within a BPO, strong Excel/data analysis skills, and familiarity with WFM software.

Qualifications

Graduate of a Bachelor’s Degree in any discipline.
1–2 years of experience in Workforce Management within a contact center or BPO environment.
2–4 years of overall work experience.
Banking or financial services industry experience is highly preferred.
Exposure to the UK/US/Australian Banking industry is an advantage.
Strong analytical and problem-solving skills.
Excellent proficiency in Microsoft Excel and data analysis/number crunching.
Experience using Workforce Management software, including scheduling, performance tracking, and reporting tools.
Ability to work effectively in a fast-paced contact center environment.

Responsibilities

Monitor real-time contact center performance and workforce activities.
Support workforce scheduling, staffing, and resource allocation requirements.
Track and analyze key operational and performance metrics.
Assist in managing schedule adherence and workforce productivity.
Generate reports and provide insights based on workforce and operational data.
Use Workforce Management software for scheduling, performance tracking, and reporting.
Identify workforce trends, gaps, and potential operational issues.
Collaborate with Operations and Workforce Management teams to support service delivery.
Perform data analysis and number crunching using Microsoft Excel.
Support continuous improvement initiatives within Workforce Management and contact center operations.