Real-Time Analytics & Scheduling Specialist

TSA Group; Western Visayas; On-site; PHP 446,000 - 692,000; Full time

Job summary

TSA Group in the Philippines is seeking a Real Time Analyst to monitor call queues and ensure rostering actions support target metrics. The role requires strong analytical skills, proficiency with WFP scheduling software, and solid Excel/Office capabilities.

You will maintain real time rostering data, generate precise reports, and communicate trends to the workforce planner. Join a global contact centre solutions provider and contribute to a fast-paced environment.

Qualifications

• Proven experience in workforce planning and rostering.
• Proficient with WFP scheduling software.
• Strong Excel and Office skills.
• Able to engage with business partners.
• Proactive in staffing needs.
• Knowledge of inbound call centre metrics.
• Regularised in current role.
• No recent disciplinary actions.

Responsibilities

• Monitor call queues and roster actions to meet targets.
• Maintain real time activities for rostering data.
• Produce reports highlighting trends and results.
• Analyze data to identify anomalies and communicate to workforce planner.

Skills

Workforce planning

Analytical skills

Communication skills

Customer service orientation

Education

BSC and UPA (past 3 months)

Tools

WFP scheduling software

Microsoft Excel

Microsoft Office

Job description

TSA Group in the Philippines is seeking a Real Time Analyst to monitor call queues and ensure rostering actions support target metrics. The role requires strong analytical skills, proficiency with WFP scheduling software, and solid Excel/Office capabilities.

You will maintain real time rostering data, generate precise reports, and communicate trends to the workforce planner. Join a global contact centre solutions provider and contribute to a fast-paced environment.