Real-Time Analyst (Workforce Management)

Five Star Solutions; Mandaluyong; On-site; PHP 300,000 - 420,000; Full time

Job summary

Five Star Solutions in the Philippines is seeking a proactive Real-Time Analyst (RTA) to support our US accounts. You will monitor queues, adherence, and staffing in real time to keep service levels on target across multiple programs.

The ideal candidate has prior RTA or WFM experience in a BPO and can make fast, confident calls when the queue spikes, ensuring smooth operations and optimal customer experience.

Qualifications

• Proactive, detail-oriented Real-Time Analyst (RTA) for US accounts.
• Experience watching queues, adherence, and staffing in real time.

Responsibilities

• Monitor queues and service levels in real time across multiple programs.
• Adjust staffing and operational decisions to keep targets.
• Provide rapid decision-making during queue spikes in a BPO environment.

Skills

Real-Time Analytics

WFM

Queue Monitoring

Adherence Tracking

Job description

We're growing our Workforce Management team and looking for a proactive, detail-oriented Real-Time Analyst (RTA) to support our US accounts. You'll be the eyes on the floor in real time. You'll watch queues, adherence, and staffing minute by minute, and act fast to keep service levels on target across multiple programs.

If you've been an RTA or WFM analyst in a BPO and you're comfortable making the call when the queue spikes, we'd like to hear from you.