Real-Time Operations Analyst — Night Shift (BPO)

Moder Solutions Inc.; Cebu City; Presencial; PHP 420.000 - 680.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Night Shift

HMO + 1 dependent

Life Insurance

Competitive Salary

Descripción de la vacante

Moder Solutions Inc. in Cebu City, Philippines, seeks a Real Time Analyst to monitor and manage contact center performance in real time.

You will collaborate with operations, including vendor and client partners, to identify variances and deliver actionable insights for timely decisions that improve service quality. The role requires 2–4 years in Workforce Management, strong WFM tool experience (NICE, Verint, Aspect, Genesys), and solid communication skills.

Formación

• Bachelor's degree or equivalent combination of education and relevant work experience.
• 2–4 years of experience in Workforce Management and Real-Time Workforce Management in contact center environments.
• Hands-on experience with WFM tools such as NICE, Verint, Aspect, Genesys, or other industry-standard platforms.
• Familiarity with contact center technologies and telephony platforms (Avaya, Cisco, Amazon Connect, Five9, etc.).
• Strong understanding of contact center operations and end-to-end call center environments.
• Proficiency in reporting tools and Microsoft Office applications.
• Effective verbal and written communication skills for stakeholder engagement.
• Ability to manage multiple priorities in a fast-paced setting.

Responsabilidades

• Monitor real-time operational performance including Service Levels, staffing levels, schedule adherence, and queue management.
• Execute intraday workforce management activities to address workload fluctuations.
• Identify performance risks and staffing variances and provide timely recommendations.
• Coordinate real-time staffing interventions to maintain operational effectiveness.
• Analyze workforce and operational trends to provide insights for data-driven decisions.
• Prepare real-time and intraday performance updates and recommendations.
• Support response activities during volume spikes, outages, and disruptions to minimize customer impact.
• Collaborate with in-house and vendor operations teams to align workforce with business objectives.
• Contribute to workforce management best practices and governance standards.

Conocimientos

Real-Time Analytics

Workforce Management

Stakeholder Engagement

Communication Skills

Educación

Bachelor's degree

Herramientas

NICE

Verint

Aspect

Genesys

Avaya

Descripción del empleo

Moder Solutions Inc. in Cebu City, Philippines, seeks a Real Time Analyst to monitor and manage contact center performance in real time.

You will collaborate with operations, including vendor and client partners, to identify variances and deliver actionable insights for timely decisions that improve service quality. The role requires 2–4 years in Workforce Management, strong WFM tool experience (NICE, Verint, Aspect, Genesys), and solid communication skills.