Real-Time Analyst: Workforce Optimization Pro

TSA Group; Western Visayas; On-site; PHP 300,000 - 420,000; Full time

Job summary

TSA Group in the Philippines is seeking a Real Time Analyst to monitor call queues and ensure rosters meet target metrics. You will work with scheduling systems, maintain up-to-date activity entries, and collaborate with operations to optimize staffing.

The role requires WFP knowledge, Excel proficiency, and strong communication to support a high-performance contact centre environment.

Qualifications

• 1–2 years of Real-Time Analyst experience; Genesys is a plus.
• Strong knowledge of workforce planning (WFP) methodology.
• Skilled with WFP scheduling software.
• Proven ability to engage with the business and build relationships.
• Proactive in forecasting workforce needs and responding to changes.
• Thrive in a fast-paced, demanding environment.
• Understanding of inbound call centre metrics.
• Experience with Microsoft Excel and other Office tools.
• Ability to communicate complex information clearly.
• Customer service oriented with a can-do attitude and analytical mindset.

Responsibilities

• Monitor call queues and rosters to ensure target metrics are achieved.
• Ensure scheduling systems are accurate and up to date.

Skills

RTA experience

Genesys knowledge

Workforce planning

WFP scheduling software

Engaging with the business

Relationship building

Proactive mindset

Adaptability

Inbound call metrics

Microsoft Excel

Microsoft Office

Logical reasoning

Customer service

Can-do attitude

Analytical skills

Job description

TSA Group in the Philippines is seeking a Real Time Analyst to monitor call queues and ensure rosters meet target metrics. You will work with scheduling systems, maintain up-to-date activity entries, and collaborate with operations to optimize staffing.

The role requires WFP knowledge, Excel proficiency, and strong communication to support a high-performance contact centre environment.