Real-Time Scheduling & Analytics Specialist

TSA Group; Hinoba-an; On-site; PHP 279,000 - 469,000; Full time

Job summary

TSA Group in the Philippines is seeking a Real Time Analyst to monitor call queues and adjust rosters to hit service targets. You will ensure rostering accuracy and real-time activity tracking across scheduling systems.

You will produce precise reports, identify trends, and collaborate with the workforce planner to drive data-informed decisions in a fast-paced contact centre environment.

Qualifications

• Experience with workforce planning methodologies.
• Proficient with WFP scheduling software.
• Proven ability to engage with the business and partners.
• Strong relationship-building and proactive problem-solving.
• Understanding of inbound contact center metrics.
• Proficient in Excel and office tools.

Responsibilities

• Monitor call queues in real time and adjust rosters to meet targets.
• Produce accurate reports and highlight trends for workforce planning.
• Analyze data to identify anomalies and communicate findings.

Skills

Workforce planning

Scheduling

Stakeholder engagement

Relationship building

Proactive mindset

Analytical skills

Inbound call metrics

Communication

Tools

Microsoft Excel

Microsoft Office

Job description

TSA Group in the Philippines is seeking a Real Time Analyst to monitor call queues and adjust rosters to hit service targets. You will ensure rostering accuracy and real-time activity tracking across scheduling systems.

You will produce precise reports, identify trends, and collaborate with the workforce planner to drive data-informed decisions in a fast-paced contact centre environment.