Real Time Analyst

Qualfon; Manila; On-site; PHP 446,000 - 893,000; Full time

Job summary

Qualfon in Metro Manila seeks a Workforce Management/Reporting Analyst to generate and review hourly to monthly performance reports. You will analyze forecasts, identify deviations, and determine root causes, ensuring accuracy and real-time intraday insights.

The role requires strong Excel skills, attention to detail, and experience with WFM tools like Avaya CMS and Verint. You will communicate downtime, manage staffing, and monitor queue and skill alignment to meet service levels across the

Qualifications

• Graduate of any course or completion of at least three (3) years of related college coursework.
• At least 6 months to 1 year of work experience in a related field.
• Proficient in MS Excel and MS Office applications.

Responsibilities

• Deliver hourly, daily, weekly, and month-to-date reports as required.
• Analyze forecasts and identify deviations for the previous day and current day.
• Determine root causes of misses and variances.
• Ensure report accuracy and efficiency; identify and fix errors.
• Provide real-time intraday analysis and reporting.
• Ensure all agent activities are properly accounted for using exception codes.

Skills

MS Excel

MS Office

Analytical thinking

Attention to detail

Communication

Data management

Education

Bachelor-level degree or 3 years related coursework

Tools

Avaya CMS Supervisor

ACD reporting tools

Verint

Blue Pumpkin

IEX

eWFM

Aspect

Impact 360

Job description

Responsibilities

Main Objectives and Duties

1. Reports

• Deliver hourly, daily, weekly, and month-to-date reports as required.
• Analyze forecasts and identify deviations for the previous day and current day.
• Determine root causes of misses and variances.
• Ensure report accuracy and efficiency; identify and fix errors.
• Provide real-time intraday analysis and reporting.
• Ensure all agent activities are properly accounted for using exception codes.
• Perform real-time segment updates for absences and off-phone activities.

System Downtime Communication

• Communicate any system downtime to all stakeholders.
• Escalate system and tool issues to Qualfon and the Client.
• Provide timely, clear communication to Operations and Clients during downtimes.
• Document and send downtime summary reports.
• Monitor and manage intraday staffing levels for the program.
• Provide staffing updates to Operations at each interval during business hours.
• Manage staffing based on skill and organizational requirements.
• Initiate overtime or off-phone activities as needed to meet weekly FTE requirements.

ACD and Schedule Adherence Monitoring

• Call out agents who are in non-adhering work states.
• Monitor and report schedule adherence performance to Operations Management.
• Manage auxiliary activities related to Verint schedule changes.

Queue and Skill Management

• Run queue checks throughout the day to validate skill plans.
• Ensure queues are cleared by end of business hours.
• Accommodate skill change requests from Operations or the Client.
• Initiate skill changes as required.

Qualifications

Job Summary / Qualifications

• Graduate of any course or completion of at least three (3) years of related college coursework.
• At least 6 months to 1 year of work experience in a related field.

Technical and Data Skills

• Proficient in MS Excel.
• Working knowledge of MS Office applications.
• Experience with Avaya CMS Supervisor and/or ACD reporting tools.
• Strong attention to detail.
• Working knowledge of Workforce Management (WFM) tools.
• Knowledge of FTE projection and calculation.
• Understanding of program-specific segment descriptions.

Core Competencies

Analytical and Logical Thinking

• Ability to identify, analyze, and assess relevant information.
• Ability to compare data from multiple sources and identify alternative solutions.
• Systematic, logical, and methodical approach to problem-solving.

Communication

• Ability to clearly transmit and receive information across individuals and groups through various channels.

Computer Literacy

• Ability to use computers and related technologies efficiently, from basic applications to advanced problem-solving.

Data Management

• Ability to plan, develop, and manage data storage and retrieval systems using accepted data models and standards.

Workforce Management Expertise

• Ability to plan, organize, and manage workforce processes such as:
• Staffing and projections
• Scheduling
• Service level analysis
• Metrics monitoring
• Experience with tools and concepts including:
• Avaya, CMS, Verint, Blue Pumpkin, IEX, eWFM, Aspect, Impact 360