Real-Time Analyst (RTA)

Gratitude Philippines; Manila; On-site; PHP 274,000 - 328,000; Full time

Job summary

Gratitude Philippines is seeking a Real-Time Analyst (RTA) to join our Makati operations. This onsite role requires managing real-time workforce planning, staffing, and monitoring for a Telco contact center. The candidate will drive scheduling accuracy and KPI performance while supporting multiple centers.

The ideal candidate has 1+ year WFM/RTA experience, strong analytical skills, and solid stakeholder management. A shifting schedule and on-site work are expected in this role.

Qualifications

• At least 1+ year WFM / RTA experience.
• At least 1+ year BPO experience.
• Experience in forecasting, staffing, scheduling, and real-time monitoring.
• Knowledge of WFM tools and contact center KPIs.
• Strong analytical and problem-solving skills.
• Good communication and stakeholder management skills.

Responsibilities

• Oversees and has full responsibility over all operational support aspects of the contact center.
• Facilitates and monitors all workforce planning issues, including staffing, scheduling, and forecasting systems, and policy and procedure.
• May monitor the implementation and execution of all training programs across the contact center.
• Oversees all aspects of contact center quality issues and support systems implementation and management.
• May be responsible for multiple contact centers.
• Keeps knowledge up-to-date and shares best practices to improve day-to-day activities.

Skills

WFM experience

RTA experience

Forecasting

Staffing

Scheduling

Real-time monitoring

Analytical skills

Communication

Tools

WFM tools

Job description

Job Title: Real-Time Analyst (RTA)

Work Location: Alphaland, Makati

Account: Telco

Work Setup and Schedule: Onsite / Shifting schedule

Salary: 27k max

Job Description:

Oversees and has full responsibility over all operational support aspects of the contact center. Must facilitate and monitor all workforce planning issues, including staffing, scheduling, and forecasting systems, and policy and procedure. May monitor the implementation and execution of all training programs across the contact center. Oversees all aspects of contact center quality issues and support systems implementation and management. May be responsible for multiple contact centers. Develops own knowledge, shares best practices, and develops relevant/appropriate solutions. Positions at this level are expected to continuously improve the day-to-day activities/processes.

Qualifications:

At least 1+ year WFM / RTA experience

At least 1+ year BPO experience

Experience in forecasting, staffing, scheduling, and real-time monitoring

Knowledge of WFM tools and contact center KPIs

Strong analytical and problem-solving skills

Good communication and stakeholder management skills

Willing to work in a shifting schedule