Real-Time Workforce Analyst I

iQor; Dasmariñas; On-site; PHP 391,000 - 614,000; Full time

Job summary

iQor in the Philippines is seeking a Workforce Management professional to monitor service levels and drive plans that improve contact center performance. You will forecast, staff, and schedule to meet targets and communicate performance hourly.

The ideal candidate has 1–3 years of call center experience, strong Excel and analytical skills, and can manage multiple tasks with confidentiality and professional presentation. This role is onsite in Dasmariñas.

Qualifications

• Bachelor's degree or equivalent required.
• 1–3 years of experience in a similar role.
• 1 year minimum call / contact center experience.
• Strong oral and written communication skills.
• Excellent presentation skills.
• High proficiency with Excel.
• Strong mathematical and analytical skills.
• Ability to multi-task and prioritize deliverables.
• Ability to maintain confidential information.
• Working knowledge of Avaya or other ACD system.

Responsibilities

• Intra-Day Performance—manage forecast to actual by 30 minutes to meet service levels.
• Provide hourly communication on all aspects of contact center performance.
• Utilize IDP's to determine variances to forecast, AHT and staffing.
• Document actions taken or issues impacting performance.
• Queue Monitoring—ensure service levels and avoid negative impacts on metrics.
• Review hold time and availability; request skill changes as needed.
• Analyze IDP's to determine if service levels goals are in jeopardy.
• Implement escalation procedures when business segments are at risk.
• Real Time Adherence—oversee minute-by-minute queue management.
• Coordinate with NRP to determine when assistance is required.
• Analyze call drivers and communicate trends to leadership.
• Work with Force Desk to develop action plans for surges and off-peak times.

Skills

Forecasting

Staffing

Scheduling

Call center experience

Excel

Analytical skills

Communication skills

Multi-tasking

Confidential information handling

Avaya knowledge

Education

Bachelor's Degree

Business Administration or related field

Tools

Avaya or other ACD system

Job description

iQor in the Philippines is seeking a Workforce Management professional to monitor service levels and drive plans that improve contact center performance. You will forecast, staff, and schedule to meet targets and communicate performance hourly.

The ideal candidate has 1–3 years of call center experience, strong Excel and analytical skills, and can manage multiple tasks with confidentiality and professional presentation. This role is onsite in Dasmariñas.