Real-Time WFM Analyst: SLA-Driven Insights

Foundever®; Pasig; On-site; PHP 300,000 - 420,000; Full time

Job summary

Foundever® is seeking a Real Time Analyst to support long range planning and real-time performance analysis. You will collect, evaluate, and prepare complex statistical data for Operations/HR/WFM/Admin, and develop reports to ensure SLA adherence.

The role involves generating daily to monthly reports, monitoring queues and adherence, updating data bases, and presenting findings to leadership. A strong Excel/MS Office proficiency and at least 1 year in a similar role are required.

Qualifications

• At least 1 year experience as a Real Time Analyst.
• Knowledge of reporting methodology, principles and procedures; proficient with Excel and MS Office.
• Strong planning, time management and organizational skills.

Responsibilities

• Gather/generate reports on operations metrics (volume, utilization) and provide daily, weekly, monthly statistics to clients/accounts.
• Collate and update raw data as basis for reports.
• Respond to ad hoc and recurring report requests.
• Monitor real-time queue and schedule adherence impacting SLAs.
• Record absences and alert management to staffing spikes.
• Create and maintain agent schedules and attendance reporting.

Skills

Real Time Analyst

Excel

Tools

MS Office

Excel

Job description

Foundever® is seeking a Real Time Analyst to support long range planning and real-time performance analysis. You will collect, evaluate, and prepare complex statistical data for Operations/HR/WFM/Admin, and develop reports to ensure SLA adherence.

The role involves generating daily to monthly reports, monitoring queues and adherence, updating data bases, and presenting findings to leadership. A strong Excel/MS Office proficiency and at least 1 year in a similar role are required.