Real-Time Workforce Analytics Specialist

Transcom Worldwide (Philippines), Inc.; Davao City; On-site; PHP 223,000 - 446,000; Full time

Benefits offered by this job

Day 1 HMO

Meal & Transportation Allowance

Rice Subsidy

Clothing Allowance

24/7 Teleconsult

Free Psychologist Consultation

In-house & Online Pharmacy

Scholarship Program

Retirement Fund

Free Meal & Medicine (Tap Card)

Loyalty Incentives

Accidental & Life Insurance

Free Shuttle Service

Job summary

Transcom Worldwide (Philippines), Inc. is seeking a Real Time Analyst to manage call center traffic, provide real-time and historical data, and optimize staffing for the Davao site. The role requires expertise in flow control, routing, and performance metrics to sustain service levels.

The incumbent will collaborate with supervisors and management to adjust intraday forecasts, budgets, and staffing plans, delivering actionable insights to stakeholders and driving improvements across operations.

Qualifications

• Preferably a college graduate, or at least with a secondary school diploma.
• At least 3 years of related contact center experience.
• Minimum of 1 year traffic management experience in a complex skills-based routing environment.
• For internal candidates, must at least have 1 year of tenure with Transcom, and no issued PDs.
• Good understanding of basic contact center metrics and overall contact center operations (applicable to external candidates)
• Can articulate performance metrics and calculations such as, but not limited to, Service Level, Staffing Adherence, Avg Handle Time, Avg Speed of Answer, etc. (applicable to external candidates)
• Excellent verbal and written communication skills

Responsibilities

• Manage day-to-day call traffic and ensure SLAs are met.
• Conduct load-balancing through skill-based routing system.
• Coordinate with the operations management team on schedules and action plans.
• Partner with operations to mitigate challenges and execute tasks.
• Establish and maintain real-time and historical reporting on volumes and staffing.
• Support outage escalation and communicate with client counterparts until resolution

Skills

3+ years contact center experience

Traffic management

Performance metrics knowledge

Excellent communication

Education

College degree preferred

Secondary school diploma

Tools

Skill-based routing system

Job description

Transcom Worldwide (Philippines), Inc. is seeking a Real Time Analyst to manage call center traffic, provide real-time and historical data, and optimize staffing for the Davao site. The role requires expertise in flow control, routing, and performance metrics to sustain service levels.

The incumbent will collaborate with supervisors and management to adjust intraday forecasts, budgets, and staffing plans, delivering actionable insights to stakeholders and driving improvements across operations.