Real-Time WFM Analyst: SLA Performance & Reporting

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

Job summary

Foundever® is hiring a Real Time Analyst to support long-range planning and real-time performance analysis. You will collect, evaluate, and prepare complex reports for Operations/HR/WFM/Admin, generate insights, and maintain reporting systems to ensure SLA delivery.

The role involves monitoring queues, schedule adherence, and daily ad hoc reporting, with responsibilities extending to updating data bases and communicating staffing impacts as needed.

Qualifications

• At least 1 year of experience as a Real Time Analyst.
• Working knowledge of reporting methodologies and monitoring tools.
• Proficiency in Microsoft Excel and other Office applications.

Responsibilities

• Gather and generate reports (volume, utilization, etc.) for daily/weekly/monthly needs.
• Maintain raw data and update databases for reports.
• Respond to ad hoc and recurring report requests.
• Monitor real-time queue and schedule adherence to meet SLAs.
• Record absences and alert management of staffing impacts.
• Communicate intra-day schedule changes to supervisors/managers.
• Create and maintain agent schedules and attendance reporting.
• Ensure timely submission of standard reports with complete data.
• Develop simple templates as directed by supervisors.
• Upload monthly data to client web applications and deliver reports on time.
• Read raw data and prepare presentations for in-depth analysis.
• Track data and contacts daily; respond to standard questions about reports.
• May perform additional duties as assigned.

Skills

Real-time analysis

Reporting

Time management

Organizational skills

Tools

Microsoft Excel

Office applications

Job description

Foundever® is hiring a Real Time Analyst to support long-range planning and real-time performance analysis. You will collect, evaluate, and prepare complex reports for Operations/HR/WFM/Admin, generate insights, and maintain reporting systems to ensure SLA delivery.

The role involves monitoring queues, schedule adherence, and daily ad hoc reporting, with responsibilities extending to updating data bases and communicating staffing impacts as needed.