Real-Time Workforce Analyst: Optimize Service Levels

Compass Experience Labs LLC; Manila, Hinoba-an; On-site; PHP 240,000 - 420,000; Full time

Job summary

Compass Experience Labs in Manila is seeking a Real Time Analyst to manage and balance service levels across locations, lines of business, and products in line with contractual goals. The analyst provides timely communication regarding performance and works closely with Operations to optimize queues.

The role requires knowledge of real-time analytics, strong data presentation skills, and the ability to work under pressure in a fast-paced BPO environment.

Qualifications

• Knowledge or experience in real-time analytics.
• Ability to summarize, visualize, and present data using key call center metrics (occupancy, utilization, service levels, handle time, abandonment rate, ASA).
• Strong analytical and problem-solving abilities.
• Clear, effective communication with stakeholders at all levels.
• Excellent organizational skills and ability to prioritize tasks and meet deadlines.

Responsibilities

• Updates and processes data for real-time performance analysis.
• Monitors queue performance and ensures attainment of service levels.
• Communicates performance updates to management and stakeholders.
• Develops and implements action plans to address performance issues.
• Escalates critical incidents and documents major events.
• Keeps abreast of new policies and procedures affecting accounts.

Skills

Real-time analytics

Data-driven decision making

Communication skills

Analytical thinking

Organizational skills

Pressure tolerance

Education

High school diploma or equivalent

Tools

WFM systems

Job description

Compass Experience Labs in Manila is seeking a Real Time Analyst to manage and balance service levels across locations, lines of business, and products in line with contractual goals. The analyst provides timely communication regarding performance and works closely with Operations to optimize queues.

The role requires knowledge of real-time analytics, strong data presentation skills, and the ability to work under pressure in a fast-paced BPO environment.