Real-Time WFM Analyst: SLA & Scheduling Insights

Foundever®; Makati; On-site; PHP 480,000 - 640,000; Full time

Job summary

Foundever® in Makati, Philippines, is seeking a Real Time Analyst to support long-range planning and ongoing analysis of real-time performance. You will collect, evaluate, and prepare reports for Operations/HR/WFM/Admin on time, and provide insights to optimize service levels.

You will monitor queue health, schedule adherence, and SLA impact, while maintaining agent schedules and attendance reporting. Timely, accurate reports and ad hoc analysis are required to support management decisions.

Qualifications

• At least 1 year experience as a Real Time Analyst.
• Knowledge of reporting methodology and procedures; working knowledge of Microsoft Excel and other Office applications.
• Strong planning, time management and organizational skills.
• Professional, proactive and detail-oriented.

Responsibilities

• Gather/generate reports (operations – volume, utilization, etc) and provide daily, weekly, monthly statistical reports to clients/accounts.
• Monitor real time queue and schedule adherence monitoring and reporting that will impact SLAs.
• Create and Maintain agent level schedules and attendance reporting. Assigning shift schedules for all Representatives (Technical Support Engineer or Customer Service Representative).
• Ensure that all standard reports will be submitted on a timely manner with complete and accurate information.
• Upload monthly data to client’s web based application and Deliver reports on time as requested by the client and/or management.

Skills

Real Time Analyst experience

Microsoft Excel

Reporting

Job description

Foundever® in Makati, Philippines, is seeking a Real Time Analyst to support long-range planning and ongoing analysis of real-time performance. You will collect, evaluate, and prepare reports for Operations/HR/WFM/Admin on time, and provide insights to optimize service levels.

You will monitor queue health, schedule adherence, and SLA impact, while maintaining agent schedules and attendance reporting. Timely, accurate reports and ad hoc analysis are required to support management decisions.