Real-Time Analyst - WFM, Growth & Night Diff

Moder Solutions Inc.; Muntinlupa; On-site; PHP 30,000 - 50,000; Full time

Benefits offered by this job

Competitive Salary Package

HMO Coverage + 1 Free Dependent

Life Insurance

Career Growth Opportunities

Dynamic Work Environment

Night Differential

Job summary

Moder Solutions Inc., based in Alabang, is looking for a Real Time Analyst (RTA) to join their Workforce Management team. In this critical role, you will monitor and analyze contact center performance in real-time to ensure service levels and operational efficiency are met.

With responsibilities such as staffing adjustments, performance reporting, and risk mitigation, the ideal candidate should have a strong background in Workforce Management and excellent analytical skills.

Qualifications

• At least 2-4 years of Workforce Management experience, preferably in a contact center or BPO environment.
• Hands-on experience with Workforce Management platforms such as NICE, Verint, Aspect, Genesys, or similar systems.
• Strong understanding of contact center operations and workforce planning principles.

Responsibilities

• Monitor real-time contact center performance, including service levels and staffing utilization.
• Execute intraday workforce management activities to maintain service delivery targets.
• Analyze workforce and operational trends to generate insights.

Skills

Workforce Management experience

Analytical skills

Problem-solving

Strong communication skills

Microsoft Excel

Education

Bachelor's Degree or equivalent

Tools

Workforce Management platforms

Telephony technologies

Job description

Moder Solutions Inc., based in Alabang, is looking for a Real Time Analyst (RTA) to join their Workforce Management team. In this critical role, you will monitor and analyze contact center performance in real-time to ensure service levels and operational efficiency are met.

With responsibilities such as staffing adjustments, performance reporting, and risk mitigation, the ideal candidate should have a strong background in Workforce Management and excellent analytical skills.