Real-Time WFM Analyst - SLA Insights & Scheduling

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

Job summary

Foundever® is seeking a Real Time Analyst to support operations planning and real-time performance monitoring in Metro Manila. You will collect, analyze, and prepare reports, and help determine alternative plans to meet SLAs.

The role requires at least 1 year of RT Analyst experience, strong Excel skills, and proven ability to manage schedules and respond to ad hoc requests. You will work under supervision with Operations, HR, and WFM teams.

Qualifications

• At least 1 year experience as a Real Time Analyst.
• Knowledge of reporting methodology and Excel/Office tools.
• Strong planning, time management and organizational skills.
• Professional, self-motivated and able to maintain data accuracy.

Responsibilities

• Gather/generate reports (operations – volume, utilization) and provide daily/weekly/monthly stats.
• Update raw data and respond to ad hoc reporting requests.
• Monitor real-time queue and schedule adherence to impact SLAs.
• Create and maintain agent schedules and attendance reporting.
• Submit standard reports timely with complete information.
• Upload monthly data to client web applications and deliver reports on time.

Skills

Real Time Analyst

Time management

Attention to detail

Communication

Tools

Microsoft Excel

Office 365

Job description

Foundever® is seeking a Real Time Analyst to support operations planning and real-time performance monitoring in Metro Manila. You will collect, analyze, and prepare reports, and help determine alternative plans to meet SLAs.

The role requires at least 1 year of RT Analyst experience, strong Excel skills, and proven ability to manage schedules and respond to ad hoc requests. You will work under supervision with Operations, HR, and WFM teams.