Real Time Analyst | WFM

Confidential; Quezon City; On-site; PHP 201,000 - 357,000; Full time

Job summary

Confidential is seeking a Real Time Analyst to monitor real-time operations performance and verify attendance, producing intraday reports to ensure service levels are met.

The role involves tracking metrics such as attendance, schedule adherence, AHT, ACD, and ACW, and delivering real-time and post-mortem insights to Operations leaders. Strong English proficiency and 1 year in a contact center are expected.

Qualifications

• 1 year of contact center experience.
• Workforce management experience is a plus.
• High school diploma.
• Decent English proficiency (oral & written).

Responsibilities

• Monitor real-time metrics (attendance & schedule adherence, AHT, ACD, ACW) to ensure staffing and SLA compliance.
• Provide real-time performance reports and post-mortem reports to Operations leaders.
• Proactively communicate intraday challenges impacting SLAs to Operations leaders.
• Support communication with team leaders and frontline team members.

Skills

Real-time analysis

Performance reporting

Communication skills

Team coordination

Education

High school diploma

Job description

As a Real Time Analyst you use your expertise to monitor and analyse real time/ intraday operations performance. You verify attendance and produce intraday reporting to ensure service level agreements are met.

• Monitor real-time metrics (attendance & schedule adherence, average handle time- AHT, automatic call distribution- ACD- talk time, after call work- ACW) to ensure proper staffing levels and compliance with the account’s service level agreements
• Provide real-time performance reports (aux activities, hold time, after call usage) and post-mortem reports to Operations leaders in the established cadence
• Proactively communicate intraday challenges impacting service level agreements to Operation leaders in support of required actions
• Support communication with team leaders and frontline team members
• 1yr of work experience in a contact center; workforce management experience is a plus
• High school degree
• Decent english proficiency (Oral & Written)