Real Time Analyst

Wipro; Philippines; On-site; PHP 350,000 - 550,000; Full time

Job summary

Wipro Limited is seeking an MIS Reports Analyst to deliver timely, accurate MIS reports and dashboards for internal and external stakeholders in line with security and compliance standards. You will monitor real-time performance, forecast staffing needs, and provide multi-site workforce insights.

The role requires 1–3 years of WFM experience, strong MS Excel skills, and excellent communication abilities to collaborate across teams and regional units.

Qualifications

• Good analytical skills.
• Excellent MS Excel and number crunching.
• Experience with Workforce Management software (scheduling, performance tracking, reporting).
• Good interpersonal skills.
• Excellent oral and written communication and listening skills.
• Exposure to UK Banking / other vertical Collections.
• 1 to 2 years of experience in workforce management for call center.

Responsibilities

• Provide real-time monitoring via available tools and workforce management techniques to maximize resource efficiency and achieve service level goals.
• Conduct real-time re-forecasting to adjust staffing plans in coordination with Operations for multi-site operations.
• Produce call volume forecasts on a daily, weekly, monthly and annual basis for multi-site operations.
• Generate and evaluate staffing schedules.

Skills

Analytical skills

Interpersonal skills

Communication skills

Oral and written communication

UK Banking exposure

WFH experience (call center)

Tools

MS Excel

Workforce Management software

Job description

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description

Role Purpose

The purpose of the role is to provide timely, accurate and quality MIS reports, dashboards to the external & internal stakeholders of account(s) as per the defined process and standards of security and compliance

Essential Skills

• Good analytical skills
• Excellent in MS Excel & number crunching
• Experience with Workforce Management software (scheduling, performance tracking, reporting)
• Good interpersonal skills
• Excellent oral and written communication and listening skills
• Exposure to UK Banking / other vertical Collections
• 1 to 2 years of experience in work force management for call center

Responsibilities

• Provide real-time monitoring via available tools and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives.
• Perform continual analysis of current performance and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation
• Produces call volume forecasts on a daily, weekly, monthly and annual basis for multi-site operation.
• Generates and evaluates staffing schedules

Mandatory Skills: MIS (Ops).Experience: 1-3 Years.Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.