Real-Time Analyst: Workforce Optimization & Insights

Proselect Management Inc; Taguig; On-site; PHP 391,000 - 614,000; Full time

Benefits offered by this job

Health Insurance

Life Insurance

Retirement Plan

Job Training

Job summary

A workforce management company in Taguig seeks a detail-oriented Real Time Analyst to monitor performance and manage staffing adjustments. Candidates should have a Bachelor's Degree and 1–2 years of experience in contact centers, preferably with a background in the banking industry. The role involves analyzing data to optimize service levels and performance. Strong MS Excel skills are required, along with experience using Workforce Management tools.

Qualifications

• Bachelor’s Degree graduate.
• 1-2 years contact center experience.
• 1-2 years Workforce Management experience in a call center.

Responsibilities

• Monitor real-time queues and agent performance.
• Manage intraday staffing adjustments based on call volume.
• Analyze performance data and generate reports.

Skills

Analytical skills

Problem-solving skills

Advanced proficiency in MS Excel

Numerical skills

Education

Bachelor’s Degree

Tools

Workforce Management tools

Job description

A workforce management company in Taguig seeks a detail-oriented Real Time Analyst to monitor performance and manage staffing adjustments. Candidates should have a Bachelor's Degree and 1–2 years of experience in contact centers, preferably with a background in the banking industry. The role involves analyzing data to optimize service levels and performance. Strong MS Excel skills are required, along with experience using Workforce Management tools.