Real-Time WFM Analyst - Telco (Onsite, Makati)

Gratitude Philippines; Manila; On-site; PHP 279,000 - 558,000; Full time

Job summary

Gratitude Philippines is seeking a Real-Time Analyst (RTA) to oversee real-time workforce management and operational support within our contact center. The role monitors staffing, schedules, service performance, and intraday issues to keep daily operations smooth.

The RTA collaborates with Operations and WFM teams, identifies performance gaps, and recommends data-driven improvements to boost productivity and service levels, while adapting to shifting schedules and onsite Makati requirements.

Qualifications

• 1+ year of WFM/RTA experience
• 1+ year of BPO experience
• Forecasting, staffing, scheduling, and real-time monitoring
• Knowledge of WFM tools and contact center KPIs
• Strong analytical and problem-solving skills
• Good communication and stakeholder management skills
• Ability to work effectively in a fast-paced contact center environment
• Willingness to work shifting schedule
• Must be willing to work onsite in Makati

Responsibilities

• Monitor real-time contact center operations and workforce performance.
• Track staffing levels, attendance, schedule adherence, and service levels.
• Support workforce planning activities including staffing, scheduling, and forecasting.
• Identify and address real-time staffing and operational issues.
• Monitor key contact center KPIs and provide timely updates to stakeholders.
• Coordinate with Operations and WFM teams to manage intraday requirements.
• Support implementation and execution of workforce management processes.
• Analyze operational data and identify trends, gaps, and improvement opportunities.
• Share best practices and recommend solutions for process improvement.
• Maintain accurate reports and provide regular operational updates.
• Support continuous improvement of day-to-day workforce management processes.
• May support training and quality-related initiatives as required.

Skills

WFM/RTA experience

BPO experience

Forecasting & Scheduling

WFM tools

KPIs analysis

Analytical skills

Communication skills

Stakeholder management

Shift work

Onsite Makati

Job description

Gratitude Philippines is seeking a Real-Time Analyst (RTA) to oversee real-time workforce management and operational support within our contact center. The role monitors staffing, schedules, service performance, and intraday issues to keep daily operations smooth.

The RTA collaborates with Operations and WFM teams, identifies performance gaps, and recommends data-driven improvements to boost productivity and service levels, while adapting to shifting schedules and onsite Makati requirements.