Real-Time WFM Analyst - Intraday Optimizer

NTT DATA North America; Metro Manila; On-site; PHP 240,000 - 400,000; Full time

Job summary

NTT DATA is seeking a Real-Time Analyst (RTA) in the Philippines to monitor real-time contact center performance, manage staffing, and optimize service levels across client accounts. You will analyze queues, SLAs, and occupancy, making quick intraday decisions to keep operations stable.

As part of the WFM team, you will coordinate with Schedulers, Forecasters, and Reporting Analysts, publish hourly and end-of-day reports, and contribute to forecasting accuracy and resource planning while

Qualifications

• 1–3 years of RTA/WFM experience in a BPO or contact-center environment.
• Strong understanding of SL, AHT, ASA, Occupancy, Shrinkage, Adherence.
• Proficiency with Excel (PivotTables, formulas).
• Strong communication and coordination skills.

Responsibilities

• Monitor real-time queues, volumes, SLAs, AHT, agent states, and other real-time metrics.
• Take timely actions to address spikes, backlogs, or staffing gaps.
• Publish hourly, intraday, and end-of-day reports; maintain logs of outages and actions taken.

Skills

Analytical thinking

Attention to detail

High sense of urgency

Stakeholder management

Time management

Strong communication

Coordination skills

Tools

Verint

NICE

Genesys

IEX

Calabrio

Aspect

ServiceNow

MS Teams

Excel

Power BI

Job description

NTT DATA is seeking a Real-Time Analyst (RTA) in the Philippines to monitor real-time contact center performance, manage staffing, and optimize service levels across client accounts. You will analyze queues, SLAs, and occupancy, making quick intraday decisions to keep operations stable.

As part of the WFM team, you will coordinate with Schedulers, Forecasters, and Reporting Analysts, publish hourly and end-of-day reports, and contribute to forecasting accuracy and resource planning while