Real-Time Workforce Analyst — Collections

Gratitude Philippines; Manila; On-site; PHP 558,000 - 893,000; Full time

Job summary

Gratitude Philippines is seeking a Real Time Analyst to support workforce management for a UK Financial Collections account. You will monitor real-time performance, staffing, attendance and service levels to ensure proper coverage and adherence to requirements.

Ideal candidates have Real Time Management or Workforce Management experience in a BPO/contact center, strong analytical skills, and the ability to make quick operational decisions in a fast-paced setting.

Qualifications

• Real Time Management and Workforce Management experience required.
• Strong analytical skills and ability to make timely operational decisions.
• BPO/contact center experience preferred.

Responsibilities

• Monitor real-time performance, staffing levels, attendance, and schedule adherence.
• Track service levels, occupancy, productivity, and other WFM metrics.
• Monitor intraday staffing against forecasted volumes and workload.
• Identify staffing gaps, overstaffing, absenteeism, and operational risks in real time.
• Coordinate with Operations and Support teams to address staffing and performance issues.
• Make real-time recommendations to optimize workforce coverage.
• Monitor agent adherence to schedules, breaks, and activities.
• Provide timely updates and alerts regarding service-level risks and staffing conditions.
• Generate and maintain real-time and intraday reports for stakeholders.
• Analyze trends and recurring staffing or performance issues.
• Support workforce planning, forecasting, scheduling, and capacity management as required.
• Escalate critical issues as per procedures.
• Maintain accurate workforce records and documentation.
• Contribute to continuous improvement in WFM processes.
• Ensure compliance with WFM policies and SL requirements.

Skills

Real Time Management

Workforce Management

Intraday Management

Schedule Adherence

Staffing Management

Service Level Monitoring

Attendance Monitoring

Data Analysis

Microsoft Excel

Education

Bachelor's degree or equivalent qualification

Tools

Microsoft Excel

Job description

Gratitude Philippines is seeking a Real Time Analyst to support workforce management for a UK Financial Collections account. You will monitor real-time performance, staffing, attendance and service levels to ensure proper coverage and adherence to requirements.

Ideal candidates have Real Time Management or Workforce Management experience in a BPO/contact center, strong analytical skills, and the ability to make quick operational decisions in a fast-paced setting.