Real-Time Analyst (WFM)

Gratitude Philippines; Manila; On-site; PHP 446,000 - 781,000; Full time

Job summary

Gratitude Philippines is seeking a Real-Time Analyst (RTA) with Workforce Management experience for its UK Financial Customer Service vertical. The role focuses on real-time monitoring, workforce planning, performance tracking, and ensuring KPIs and service levels are met.

The ideal candidate has 1–2 years of WFM experience in a contact center, 2–4 years total work experience, and strong MS Excel skills. Banking exposure is a plus, with 100% onsite work in Quezon City on a shifting schedule;

Qualifications

• Bachelor’s degree required.
• 1–2 years of Workforce Management (WFM) experience in a contact center.
• 2–4 years of overall work experience.
• Banking industry experience is highly preferred.
• Exposure to UK/US/AU Banking is an advantage.
• Strong analytical and numerical skills.
• Excellent MS Excel skills.
• Experience with WFM software for scheduling, performance tracking, and reporting.
• Willingness to work 100% onsite in Quezon City on a shifting schedule.
• Immediate joiners preferred.

Responsibilities

• Monitor real-time contact center performance and workforce requirements.
• Manage staffing levels, schedules, and queue performance.
• Track service levels, productivity, attendance, and schedule adherence.
• Analyse workforce data and identify gaps or operational risks.
• Prepare and maintain performance reports and dashboards.
• Coordinate with operations and WFM teams to address real-time staffing issues.
• Support scheduling, forecasting, and workforce management activities.
• Ensure accurate reporting and timely escalation of service-level risks.

Skills

Analytical skills

MS Excel

WFM software

Numerical skills

Education

Bachelor’s Degree

Tools

WFM scheduling tools

Job description

Hiring – Real-Time Analyst (WFM)

Location: Eton Centris, Quezon City, Philippines
Work Setup: 100% Work from Office
Shift: Shifting Schedule
Vertical: UK Financial Customer Service
Compensation: Up to 20% hike on last drawn salary + ₱2,400 allowance, based on experience
Joining: ASAP
Openings: 2

Role Overview

We are looking for a Real-Time Analyst (RTA) with workforce management experience in a contact center environment. The role will focus on real-time monitoring, workforce planning, performance tracking, and ensuring operational KPIs and service levels are achieved.

Key Responsibilities

• Monitor real-time contact center performance and workforce requirements.

• Manage staffing levels, schedules, and queue performance.

• Track service levels, productivity, attendance, and schedule adherence.

• Analyse workforce data and identify gaps or operational risks.

• Prepare and maintain performance reports and dashboards.

• Coordinate with operations and WFM teams to address real-time staffing issues.

• Support scheduling, forecasting, and workforce management activities.

• Ensure accurate reporting and timely escalation of service-level risks.

Requirements

• Graduate of a Bachelor’s Degree.

• 1–2 years of Workforce Management (WFM) experience in a contact center environment.

• 2–4 years of overall work experience.

• Banking industry experience is highly preferred.

• Exposure to UK / US / AU Banking is an advantage.

• Strong analytical and numerical skills.

• Excellent MS Excel skills.

• Experience with WFM software for scheduling, performance tracking, and reporting.

• Willingness to work 100% onsite in Quezon City on a shifting schedule.

• Immediate joiners preferred.

Recruitment Process

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

Pre-Screening Questionnaire

Please provide the following details:

1. Highest Educational Attainment

2. Years of experience in Workforce Management in a contact center

3. Years of banking industry experience

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

5. Last drawn salary

6. Expected salary

7. Are you amenable to working 100% onsite in Quezon City on a shifting schedule?

8. Can you start immediately?