Real-Time WFM Analyst — On-Site, Taguig (Shift-Based)

Atain; Muntinlupa; On-site; PHP 400,000 - 560,000; Full time

Job summary

ATAIN is a leading customer experience company seeking a Workforce Management professional in Taguig to monitor real-time operations, optimize staffing, and manage intraday schedule changes, ensuring service levels and occupancy targets are met.

You will work with Operations Leadership and clients to generate regular and ad-hoc reports, escalate risks, and adhere to processes, with 1 year of BPO experience and strong English communication.

Qualifications

• 1 year BPO experience.
• Good spoken & written English communications skill.
• Computer proficient and can navigate the computer with minimum-to-zero supervision.

Responsibilities

• Monitors real-time ACD work state of agents, schedule and break adherences, and agents exceeding thresholds.
• Ensure staffing and service levels are within acceptable range.
• Conducts analyses and recommends solutions to real-time performance issues with the Operations Management Team.
• Approves discretionary activities to increase occupancy and take advantage of high availability.
• Increases staffing level during IRROPS or high call volume.
• Administration of intraday schedule changes.
• Ensure all required WFM data is tracked and trended on a continuous basis.
• Delivers regular and ad-hoc reports on time as requested by the internal and external clients.
• Communicates identified risks to Operations Leadership, Management, Technology Team, and client counterparts including outages and system issues.
• Performs other duties and assignments as directed.]

Skills

BPO experience

English communication

Computer proficiency

WFM tools

Education

Bachelor's degree

Job description

ATAIN is a leading customer experience company seeking a Workforce Management professional in Taguig to monitor real-time operations, optimize staffing, and manage intraday schedule changes, ensuring service levels and occupancy targets are met.

You will work with Operations Leadership and clients to generate regular and ad-hoc reports, escalate risks, and adhere to processes, with 1 year of BPO experience and strong English communication.