Real-Time WFM Analyst: Optimize Staffing & Forecasting

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

Job summary

Gratitude Philippines is hiring a Real-Time Analyst (RTA) to oversee all operational support in our contact center at Alphaland, Makati. You will monitor staffing, scheduling, forecasting, and real-time KPIs to ensure service levels are met.

This onsite role requires adaptability to a shifting schedule and strong collaboration with stakeholders. The ideal candidate has 1+ year RTA/WFM and BPO experience, clean analytical skills, and a proven ability to drive process improvements across multiple

Qualifications

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

Responsibilities

• Oversees and has full responsibility over all operational support aspects of the contact center.
• Facilitates and monitors staffing, scheduling, and forecasting systems.
• Monitors training program implementations across the contact center.
• Oversees contact center quality issues and support systems management.
• May be responsible for multiple contact centers and drives continuous improvements.

Skills

WFM/RTA experience

BPO experience

Forecasting and scheduling

Analytical and problem-solving

Stakeholder management

Communication skills

Job description

Gratitude Philippines is hiring a Real-Time Analyst (RTA) to oversee all operational support in our contact center at Alphaland, Makati. You will monitor staffing, scheduling, forecasting, and real-time KPIs to ensure service levels are met.

This onsite role requires adaptability to a shifting schedule and strong collaboration with stakeholders. The ideal candidate has 1+ year RTA/WFM and BPO experience, clean analytical skills, and a proven ability to drive process improvements across multiple