Real Time Analyst

OAMPI Inc.; Davao City; On-site; PHP 335,000 - 603,000; Full time

Job summary

OAMPI Inc. invites applications for a Real Time Analyst to support the Workforce Management team in Davao City. The role focuses on real-time monitoring, staffing adjustments, and performance reporting to optimize operations.

The ideal candidate has 1+ year in a Real-Time Analyst role within a BPO, strong Excel and dashboarding skills, and solid WFM knowledge. On-site work is required with a flexible schedule.

Qualifications

• Undergraduate degree or equivalent work experience.
• 1 year of Real-Time Analyst experience in a BPO.
• Solid knowledge of workforce management fundamentals.
• Experience developing dashboards, visualizations and reports.
• Proficiency in MS Excel, Word, PowerPoint and Google Sheets; Access and dashboarding skills.
• Strong analytical, communication, and problem-solving abilities.
• Willing to work on-site with a flexible schedule.

Responsibilities

• Monitor and manage real-time operational performance.
• Ensure service goals by staffing coordination and adjustments.
• Track attendance, schedule adherence and offline activities.
• Develop strategies to enhance efficiency and productivity.
• Communicate real-time performance with clients.
• Coordinate with stakeholders on action plans.
• Apply/workforce management policies and procedures.
• Update production data and generate daily/adhoc reports.
• Represent WFM in client conferences.
• Perform additional tasks as required.

Skills

Real-Time Analytics

Workforce Management

Dashboards

Data Analysis

MS Excel

Google Sheets

MS Word

MS PowerPoint

Access

Excel Dashboarding

Education

Undergraduate degree or equivalent

Tools

MS Word

MS PowerPoint

MS Excel

Google Sheets

Microsoft Access

Excel Dashboarding

Job description

Real Time Analyst

G/F Building 3, Matina IT Park, McArthur Highway, Davao, PH

Qualifications

• At least an undergraduate degree or equivalent work experience

• With at least 1 year of work experience as a Real-Time Analyst in a BPO setting

• Solid knowledge in Workforce management fundamentals

  • With experience developing dashboards, visualizations, and understandable reports

  • Deep understanding of applicable performance metrics and data

• Excellent technical proficiency and experience:

  • Highly proficient in MS Excel, MS Word, MS PowerPoint, and Google Sheets

  • Must have intermediate to advance Access and Excel dashboarding experience

• Good analytical skills with experience collecting, organizing, analyzing, and disseminating data

• Excellent communication, collaboration, time/project management, problem solving, organizational, and analytical skills

• Willing to work on-site on a flexible schedule

Responsibilities

Real-Time Analysts work under the Workforce Management team and are responsible for monitoring and managing real-time operational performance. Their tasks include:

• Ensuring service goals are met by monitoring, coordinating, and adjusting staffing

• Monitoring, tracking, and reporting employee attendance, schedule adherence and offline activities

• Developing and implementing strategies to enhance program efficiencies, adherence, and productivity

• Corresponding with clients regarding real-time performance and status

• Coordinating with key stakeholders when deciding on real-time action plans

• Implementing workforce management policies and procedures

• Updating and recording operation's production data

• Developing and submitting daily and adhoc reports

• Representing Workforce Management in any WFM-related client conferences

• Performing other tasks as required by the program and the company