Real Time Analyst – Night Shift, Hybrid

Jobtailor; Pasig; On-site; PHP 390,600 - 613,800; Full time

Job summary

Jobtailor in Pasig, Philippines is seeking a Workforce Management Analyst to monitor call center flow, manage service levels, and provide actionable insights.

You will generate daily, biweekly, and monthly reports, collaborate with operations and support teams, and adapt to shift changes and overnight schedules.

Qualifications

• Proficient with Excel
• Experience with Workforce Management tools, preferably Aspect’s eWFM
• Experience using Avaya CMS for reporting and skill changes
• Attention to detail and high level of accuracy
• Clear, concise verbal and written communication skills
• Strong collaboration with WFM planning, operations, and support teams
• Strong understanding of contact center metrics (Service Level, ASA, AHT, Occupancy, Adherence)
• Ability to multi-task, focus, and complete reports for extended periods
• Ability to stay composed in critical situations
• Collect and analyze data (Volume, AHT, Staffing) for variances and recommend resolutions
• Escalate significant issues following established processes
• Produce daily, biweekly, and monthly internal reports
• Regular, consistent, and punctual attendance
• Must be able to work nights and weekends, variable schedules and overtime

Responsibilities

• Responsible for monitoring and evaluating the flow of calls into call center for performance and efficiency.
• Daily real-time monitoring of service levels for all queues and LOBs.
• Effectively communicates Service Level impacts to WFM leaders and Management.
• Advises management regarding schedule change requests.
• Enforces schedule compliance and adherence.

Job description

Responsibilities

• Responsible for monitoring and evaluating the flow of calls into call center for performance and efficiency.
• Daily real‑time monitoring of service levels for all queues and LOBs.
• Effectively communicates Service Level impacts to WFM leaders and Management.
• Advises management regarding schedule change requests.
• Enforces schedule compliance and adherence.

Requirements

• Proficient in Microsoft Excel.
• Experience using Workforce Management tools, preferably Aspect’s eWFM.
• Experience using Avaya CMS for reporting and skill changes.
• Attention to detail and high level of accuracy.
• Clear, concise verbal and written communication skills.
• Strong collaboration skills with WFM planning, operations, and support teams.
• Strong understanding of contact center metrics (Service Level, ASA, AHT, Occupancy, Adherence).
• Ability to multi‑task, focus, and complete reports for extended periods of time.
• Ability to maintain composure in critical situations.
• Collect and analyze data (Volume, AHT, Staffing, etc.) for variances and make recommendations for resolutions.
• Escalate significant issues (system outages, volume increases, staffing shortages) following established processes.
• Produce daily, biweekly, and monthly internal reports.
• Regular, consistent, and punctual attendance.
• Must be able to work nights and weekends, variable schedule(s) and overtime, as necessary.