Real-Time Queue Performance Analyst

Confidential; Quezon City; On-site; PHP 312,000 - 469,000; Full time

Job summary

Confidential in Manila is seeking a Workforce Management professional to oversee real-time queue performance for Operations accounts. The role requires monitoring call volumes, AHT, and service levels, and communicating critical insights to Team Captains and Management.

Onsite work at Vertis North/Cubao is required. Responsibilities include updating data, generating performance metrics, and developing action plans to maintain passing service levels.

Qualifications

• 1 year related experience in Workforce Management
• Amenable to work onsite at Vertis North/Cubao in Quezon City, Philippines

Responsibilities

• Manage and monitor real-time queue performance to meet service levels
• Update and process data for real-time performance analysis
• Provide quantifiable performance metrics (call volume, AHT, service level) and advise on action plans
• Act as central communication point for incidents affecting account performance
• Escalate major incidents to management with proper documentation
• Conduct on-the-job training for Team Captains and new hires as needed

Skills

Workforce Management

Data analysis

Communication

Job description

Confidential in Manila is seeking a Workforce Management professional to oversee real-time queue performance for Operations accounts. The role requires monitoring call volumes, AHT, and service levels, and communicating critical insights to Team Captains and Management.

Onsite work at Vertis North/Cubao is required. Responsibilities include updating data, generating performance metrics, and developing action plans to maintain passing service levels.