Real-Time Workforce Analytics Analyst

iQor; Cagayan de Oro; On-site; PHP 320,000 - 540,000; Full time

Job summary

iQor is seeking a Workforce/Contact Center Analyst to monitor real-time performance, forecast variances, and optimize staffing and scheduling. You will deliver hourly performance updates, assess queue health, and implement corrective actions to preserve service levels.

You should have 1-3 years in similar roles including workforce management, with strong Excel skills and excellent communication. Degree in Business Administration preferred.

Qualifications

• 1-3 years of experience in a similar role.
• Experience in workforce management including forecasting, staffing, and scheduling.
• Prior call or contact center experience required.
• Strong oral and written communication skills.
• High proficiency with Excel and strong analytical abilities.

Responsibilities

• Monitors service levels and efficiency, implementing action plans.
• Provides hourly updates on contact center performance.
• Analyzes forecasts, staffing, and queue management to meet goals.
• Communicates trends and escalates issues to leadership as needed.
• Oversees real-time adherence and prepares exception reports.

Skills

Forecasting

Staffing

Scheduling

Call center experience

Excel proficiency

Analytical skills

Communication skills

Multi-tasking

Education

Bachelor's degree in Business Administration

Tools

Microsoft Excel

Avaya ACD system

Job description

iQor is seeking a Workforce/Contact Center Analyst to monitor real-time performance, forecast variances, and optimize staffing and scheduling. You will deliver hourly performance updates, assess queue health, and implement corrective actions to preserve service levels.

You should have 1-3 years in similar roles including workforce management, with strong Excel skills and excellent communication. Degree in Business Administration preferred.