Real-Time Call Center Performance Analyst

Confidential; Metro Manila; On-site; PHP 279,000 - 424,000; Full time

Job summary

Confidential in Metro Manila is seeking a Workforce Management Analyst to oversee real-time queue management and performance reporting for Operations accounts. You will be the central point of communication, monitoring service levels, and driving action plans with Team Captains and Management.

The role requires a Bachelor’s degree and at least 1 year in Workforce Management within a call center environment, plus proficiency in MS Office and WFM tools. Training will be provided as needed.

Qualifications

• Bachelor's Degree in any field.
• At least 1 year of Workforce Management experience within the call center / customer service industry.
• Previous call center operations experience.
• Proficiency with MS Office applications and call center software such as Baleen, BluePumpkin, CentreVu.

Responsibilities

• Update and process data for real-time performance analysis.
• Obtain performance figures (e.g., call volume, AHT, service level) to address issues.
• Manage and monitor the queue to meet service levels.
• Communicate with Team Captains and Operations Management on account performance.
• Escalate major incidents and document them properly.
• Provide training for Team Captains and new hires as required.

Skills

WFM concepts

Call center operations

MS Office proficiency

Education

Bachelor's Degree

Tools

Baleen

BluePumpkin

CentreVu

Job description

Confidential in Metro Manila is seeking a Workforce Management Analyst to oversee real-time queue management and performance reporting for Operations accounts. You will be the central point of communication, monitoring service levels, and driving action plans with Team Captains and Management.

The role requires a Bachelor’s degree and at least 1 year in Workforce Management within a call center environment, plus proficiency in MS Office and WFM tools. Training will be provided as needed.