Real-Time Analyst – UK Financial Customer Service

Gratitude Philippines; Manila; On-site; PHP 558,000 - 893,000; Full time

Job summary

Gratitude Philippines is seeking a detail-oriented Real-Time Analyst (RTA) to support UK Financial Customer Service from a 100% onsite setup in Quezon City. You will monitor real-time performance, assist in scheduling, and analyze operational data to optimize contact center efficiency across shifts.

The ideal candidate has 1–2 years in Workforce Management within a BPO, strong Excel/data analysis skills, and familiarity with WFM software.

Qualifications

• Graduate of a Bachelor’s Degree in any discipline.
• 1–2 years of experience in Workforce Management within a contact center or BPO environment.
• 2–4 years of overall work experience.
• Banking or financial services industry experience is highly preferred.
• Exposure to the UK/US/Australian Banking industry is an advantage.
• Strong analytical and problem-solving skills.
• Excellent proficiency in Microsoft Excel and data analysis/number crunching.
• Experience using Workforce Management software, including scheduling, performance tracking, and reporting tools.
• Ability to work effectively in a fast-paced contact center environment.

Responsibilities

• Monitor real-time contact center performance and workforce activities.
• Support workforce scheduling, staffing, and resource allocation requirements.
• Track and analyze key operational and performance metrics.
• Assist in managing schedule adherence and workforce productivity.
• Generate reports and provide insights based on workforce and operational data.
• Use Workforce Management software for scheduling, performance tracking, and reporting.
• Identify workforce trends, gaps, and potential operational issues.
• Collaborate with Operations and Workforce Management teams to support service delivery.
• Perform data analysis and number crunching using Microsoft Excel.
• Support continuous improvement initiatives within Workforce Management and contact center operations.

Skills

Analytical skills

Microsoft Excel

Data analysis

Scheduling

Education

Bachelor's Degree

Tools

Workforce Management software

Job description

Real-Time Analyst – UK Financial Customer Service

Location:Quezon City, Metro Manila

Work Setup: 100% Onsite

Work Schedule: Shifting

Vertical: UK Financial Customer Service

Salary:Very competitive

Start Date: ASAP

Headcount: 2

Job Overview

We are looking for detail-oriented and analytical Real-Time Analysts (RTA) to support Workforce Management operations for a UK Financial Customer Service account. The successful candidate will monitor workforce performance, support scheduling and staffing requirements, analyze operational data, and help ensure efficient contact center operations.

This role is ideal for candidates with experience in Workforce Management (WFM), Real-Time Monitoring, Contact Center Operations, Scheduling, Performance Tracking, and Reporting, preferably within the banking or financial services industry.

Key Responsibilities

• Monitor real-time contact center performance and workforce activities.
  
• Support workforce scheduling, staffing, and resource allocation requirements.
  
• Track and analyze key operational and performance metrics.
  
• Assist in managing schedule adherence and workforce productivity.
  
• Generate reports and provide insights based on workforce and operational data.
  
• Use Workforce Management software for scheduling, performance tracking, and reporting.
  
• Identify workforce trends, gaps, and potential operational issues.
  
• Collaborate with Operations and Workforce Management teams to support service delivery.
  
• Perform data analysis and number crunching using Microsoft Excel.
  
• Support continuous improvement initiatives within Workforce Management and contact center operations.
  

Qualifications

• Graduate of a Bachelor's Degree in any discipline.
  
• 1–2 years of experience in Workforce Management within a contact center or BPO environment.
  
• 2–4 years of overall work experience.
  
• Banking or financial services industry experience is highly preferred.
  
• Exposure to the UK, US, or Australian Banking industry is an advantage.
  
• Strong analytical and problem-solving skills.
  
• Excellent proficiency in Microsoft Excel and data analysis/number crunching.
  
• Experience using Workforce Management software, including scheduling, performance tracking, and reporting tools.
  
• Ability to work effectively in a fast-paced contact center environment.
  

Work Setup

• 100% Onsite:Quezon City
  
• Schedule: Shifting
  
• Candidates must be willing to work onsite and accommodate a shifting schedule.
  

Recruitment Process

Initial Interview → SVAR → L2 Interview (Microsoft Teams) → L3 Interview (Microsoft Teams)

Pre-Screening Notes

Highest Educational Attainment:

How many years of experience do you have

in workforce management in a contact center environment?

Years of banking industry experience:

Do you have exposure to the UK/US/AU Banking industry?

How much is your last drawn salary?

How much is your expected salary?

Are you amenable to working 100% on-site in Quezon City with a shifting schedule?

Can you start immediately?