Real-Time WFM Analyst: SLA & Intraday Optimizer

RSD Human Resource Management Consultancy; Cebu City; On-site; PHP 279,000 - 390,600; Full time

Job summary

A human resource management firm in Cebu City seeks a Real-Time Analyst to monitor service levels and call queues. The role involves ensuring SLA targets are met, managing agent schedules, and providing real-time performance insights. Candidates require at least 2 years of college education and 2 years of experience in workforce management. This position demands strong analytical and communication skills for effective decision-making in a fast-paced environment.

Qualifications

• At least 2 years college education or college graduate.
• Minimum of 2 years experience as WFM - RTA.
• Experience in voice and/or non-voice processes is a plus.

Responsibilities

• Monitor real-time queues, call volumes, AHT, shrinkage, and service levels.
• Ensure SLA and KPI targets are met through proactive real-time actions.
• Manage agent adherence and schedule compliance.

Skills

Monitoring real-time queues

SLA and KPI management

Real-time decision-making

Trend analysis

Education

Finished at least 2 years in college or college graduate

Job description

A human resource management firm in Cebu City seeks a Real-Time Analyst to monitor service levels and call queues. The role involves ensuring SLA targets are met, managing agent schedules, and providing real-time performance insights. Candidates require at least 2 years of college education and 2 years of experience in workforce management. This position demands strong analytical and communication skills for effective decision-making in a fast-paced environment.