Real-Time WFM Analyst: Multi-Site Optimization

TASQ Staffing Solutions; Pasig; On-site; PHP 391,000 - 614,000; Full time

Job summary

TASQ Staffing Solutions is seeking a skilled WFM Real-Time Analyst I to monitor and optimize real-time performance across multiple contact center sites in the Ortigas area. You will focus on SLA/KPI adherence, intraday adjustments, and data-driven decision making.

The role requires strong analytical abilities, clear communication with clients and vendor partners, and the ability to quickly respond to changing conditions to maximize efficiency and service quality.

Responsibilities

• Monitor real-time queues, agent adherence, and contact center metrics across multiple vendor or BPO sites.
• Proactively identify and resolve deviations from planned staffing or performance targets to minimize service level impacts.
• Manage intraday adjustments, including break optimization, skill assignments, and shift changes.
• Serve as the primary point of contact between the client and vendor/BPO partners for real-time performance updates.
• Escalate critical issues to stakeholders and provide actionable recommendations for resolution.
• Communicate intraday performance reports and key insights to clients and vendor partners.
• Analyze real-time performance data and identify trends affecting productivity, service levels, and customer satisfaction.
• Generate and share intraday and end-of-day performance reports, highlighting any variances and corrective actions.
• Implement intraday strategies to maximize efficiency, including overtime/offline time management and queue prioritization.
• Make decisions on agent allocations and workload balancing across channels (e.g., voice, chat, email).
• Ensure compliance with client-specific WFM processes, policies, and protocols.
• Collaborate with stakeholders to implement process improvements aimed at optimizing efficiency and productivity.
• Document lessons learned and recommend strategies for continuous improvement in real-time performance management.

Job description

TASQ Staffing Solutions is seeking a skilled WFM Real-Time Analyst I to monitor and optimize real-time performance across multiple contact center sites in the Ortigas area. You will focus on SLA/KPI adherence, intraday adjustments, and data-driven decision making.

The role requires strong analytical abilities, clear communication with clients and vendor partners, and the ability to quickly respond to changing conditions to maximize efficiency and service quality.