Real-Time WFM Analyst (Onsite)

Gratitude Philippines; Manila; On-site; PHP 274,000 - 328,000; Full time

Job summary

Gratitude Philippines is seeking a Real-Time Analyst (RTA) to join our Makati operations. This onsite role requires managing real-time workforce planning, staffing, and monitoring for a Telco contact center. The candidate will drive scheduling accuracy and KPI performance while supporting multiple centers.

The ideal candidate has 1+ year WFM/RTA experience, strong analytical skills, and solid stakeholder management. A shifting schedule and on-site work are expected in this role.

Qualifications

• At least 1+ year WFM / RTA experience.
• At least 1+ year BPO experience.
• Experience in forecasting, staffing, scheduling, and real-time monitoring.
• Knowledge of WFM tools and contact center KPIs.
• Strong analytical and problem-solving skills.
• Good communication and stakeholder management skills.

Responsibilities

• Oversees and has full responsibility over all operational support aspects of the contact center.
• Facilitates and monitors all workforce planning issues, including staffing, scheduling, and forecasting systems, and policy and procedure.
• May monitor the implementation and execution of all training programs across the contact center.
• Oversees all aspects of contact center quality issues and support systems implementation and management.
• May be responsible for multiple contact centers.
• Keeps knowledge up-to-date and shares best practices to improve day-to-day activities.

Skills

WFM experience

RTA experience

Forecasting

Staffing

Scheduling

Real-time monitoring

Analytical skills

Communication

Tools

WFM tools

Job description

Gratitude Philippines is seeking a Real-Time Analyst (RTA) to join our Makati operations. This onsite role requires managing real-time workforce planning, staffing, and monitoring for a Telco contact center. The candidate will drive scheduling accuracy and KPI performance while supporting multiple centers.

The ideal candidate has 1+ year WFM/RTA experience, strong analytical skills, and solid stakeholder management. A shifting schedule and on-site work are expected in this role.