Real-Time Analyst – WFM Insights (Night Shift, Onsite)

EPSILON GROUP SERVICES INC.; Pasig; On-site; PHP 346,000 - 391,000; Full time

Benefits offered by this job

Night differential

Competitive benefits

Career growth opportunities

Onsite work in Pasig

Job summary

EPSILON GROUP SERVICES INC. is seeking an experienced Real Time Analyst (RTA) to join our Workforce Management team in Pasig City on a 100% onsite graveyard shift.

The ideal candidate has at least 1 year of RTA experience in a BPO environment and strong skills in real-time monitoring, staffing adherence, and reporting using Excel. The role focuses on monitoring queue performance, achieving service levels, and coordinating with Operations and WFM to address real-time staffing needs.

Qualifications

• Bachelor's Degree holder or equivalent work experience.
• At least 1 year of experience as a Real Time Analyst (RTA) in a BPO environment.
• Strong knowledge of Workforce Management (WFM) principles.
• Advanced proficiency in Microsoft Excel (Pivot Tables, VLOOKUP/XLOOKUP, Charts, Basic Formulas, Reporting).
• Experience using WFM tools is an advantage.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent communication and stakeholder management skills.
• Willing to work 100% onsite in Pasig City.
• Amenable to a Graveyard Shift.
• Can start on August 10 or August 17 only.

Responsibilities

• Monitor real-time queue performance and staffing levels across operations.
• Ensure service levels, response times, and operational KPIs are achieved.
• Identify schedule adherence issues and recommend staffing adjustments.
• Coordinate with Operations, Team Leaders, and Workforce teams to address real-time staffing concerns.
• Monitor call volume trends and recommend intraday staffing strategies.
• Generate and analyze real-time performance reports using Microsoft Excel and WFM tools.
• Escalate service level risks and operational issues to key stakeholders.
• Prepare daily, hourly, and intraday reports to support operational decision-making.
• Support workforce planning initiatives and continuous process improvement.

Skills

Analytical thinking

Strong communication

Stakeholder management

Graveyard shift

Onsite work

Education

Bachelor's Degree or equivalent

Tools

Microsoft Excel

WFM tools

Job description

EPSILON GROUP SERVICES INC. is seeking an experienced Real Time Analyst (RTA) to join our Workforce Management team in Pasig City on a 100% onsite graveyard shift.

The ideal candidate has at least 1 year of RTA experience in a BPO environment and strong skills in real-time monitoring, staffing adherence, and reporting using Excel. The role focuses on monitoring queue performance, achieving service levels, and coordinating with Operations and WFM to address real-time staffing needs.