Real-Time Workforce Analyst: Optimize Scheduling & SLAs

Gratitude Philippines; Manila; On-site; PHP 446,000 - 781,000; Full time

Benefits offered by this job

20% salary hike

₱2,400 allowance

Prime Eton Centris location

Job summary

Gratitude Philippines is seeking a Real-Time Analyst to support workforce management operations for a UK Financial Customer Service vertical. The role involves monitoring real-time performance, managing schedule adherence, and ensuring optimal staffing to meet SLAs.

The ideal candidate has 1–2 years of WFM experience in a contact center, 2–4 years total experience, and strong Excel skills, with exposure to WFM software. Banking experience is a plus.

Qualifications

• Bachelor's Degree required.
• 1–2 years of work experience in workforce management in a contact center environment is required.
• 2–4 years overall experience required.
• Banking industry experience is highly preferred or advantageous.
• Exposure to UK/US/AU Banking industry is an advantage.
• Strong analytical skills are essential.
• Excellent MS Excel and number crunching skills required.
• Experience with Workforce Management software (scheduling, performance tracking, reporting) required.

Responsibilities

• Monitor real-time adherence and schedule compliance across teams.
• Manage and adjust staffing levels to meet SLAs and targets.
• Track and analyze real-time performance metrics, call volume trends, and abandonment rates.
• Coordinate with operations teams to address schedule deviations and attendance issues.
• Generate and distribute real-time reports to stakeholders.
• Identify and escape potential risks to service delivery.
• Support workforce planning activities including forecasting and scheduling.
• Continuously improve processes to optimize operational efficiency.

Skills

Analytical skills

Education

Bachelor's Degree

Tools

MS Excel

Workforce Management software

Job description

Gratitude Philippines is seeking a Real-Time Analyst to support workforce management operations for a UK Financial Customer Service vertical. The role involves monitoring real-time performance, managing schedule adherence, and ensuring optimal staffing to meet SLAs.

The ideal candidate has 1–2 years of WFM experience in a contact center, 2–4 years total experience, and strong Excel skills, with exposure to WFM software. Banking experience is a plus.