Real Time Analyst (Workforce Management)

ALLDIGI TECH MANILA, INC. (AMI); Taguig; On-site; PHP 167,000 - 290,000; Full time

Job summary

ALLDIGI TECH MANILA, INC. (AMI) is seeking a detail-oriented Workforce Analyst to monitor intraday call volumes and program schedules in real time, and to forecast requirements with timely reports. You will support operations to maintain service levels and propose process improvements across shifts and teams.

The role emphasizes data accuracy, Excel-based reporting, and clear communication with internal and external stakeholders to optimize service delivery and productivity.

Qualifications

• Minimum 1 year of RTA/Workforce Analyst experience.
• Minimum 2 years completion in college of any course.
• Good Communication and Analytical skills.
• Has good understanding of People Management.
• Ability to create reports in Excel and forecast results.
• Ability to multi-task, focus and complete reports for extended periods of time.
• Attention to detail and high level of accuracy.
• MS Excel, Word and PowerPoint proficient.

Responsibilities

• Manage the call volume, real time monitoring of intraday, and program break schedules.
• Assist operations to maintain service level and create valuable report to do forecasting.
• Generate ideas for process and service improvement planning.
• Use trends and reports to forecast requirements on a timely manner.
• Responsible to call out members not adhering to time schedule.
• Send out alert to operations regarding adherence performance and productivity on a daily, weekly and monthly basis.
• Monitor, report and consolidate for documentation of any system downtime.
• Effectively communicate to internal and external stakeholders any new and pending requirements to elevate service delivery.
• Initiate to offer overtime to meet billable hours requirements and effectively encourage to take advantage of it.

Skills

RTA/Workforce Analyst

Communication skills

Analytical skills

People management

Forecasting in Excel

Multitasking

Attention to detail

Education

College education (2 yrs)

Tools

MS Excel

MS Word

PowerPoint

Job description

Qualifications:

• Minimum 1 year of RTA/Workforce Analyst experience
• Minimum 2 years completion in college of any course
• Good Communication and Analytical skills
• Has good understanding of People Management
• Ability to create reports in Excel and forecast results
• Ability to multi-task, focus and complete reports for extended periods of time
• Attention to detail and high level of accuracy
• MS Excel, Word and Powerpoint proficient

Responsibilities:

• Manage the call volume, real time monitoring of intraday, and program break schedules.
• Assist operations to maintain service level and create valuable report to do forecasting
• Generate ideas for process and service improvement planning.
• Use trends and reports to forecast requirements on a timely manner
• Responsible to call out members not adhering to time schedule
• Send out alert to operations regarding adherence performance and productivity on a daily, weekly and monthly basis
• Monitor, report and consolidate for documentation of any system downtime
• Effectively communicate to internal and external stakeholders any new and pending requirements to elevate service delivery
• Initiate to offer overtime to meet billable hours requirements and effectively encourage to take advantage of it