WFM Real Time Analyst I- Telco

Gratitude Philippines; Manila; On-site; PHP 274,000 - 328,000; Full time

Job summary

Gratitude Philippines is hiring a Real-Time Analyst (RTA) to oversee all operational support in our contact center at Alphaland, Makati. You will monitor staffing, scheduling, forecasting, and real-time KPIs to ensure service levels are met.

This onsite role requires adaptability to a shifting schedule and strong collaboration with stakeholders. The ideal candidate has 1+ year RTA/WFM and BPO experience, clean analytical skills, and a proven ability to drive process improvements across multiple

Qualifications

• 1+ year WFM/RTA experience in a contact center or BPO.
• 1+ year BPO experience with forecasting, staffing, and scheduling.
• Experience with real-time monitoring and KPI tracking.
• Knowledge of WFM tools and contact center KPIs.
• Strong analytical and problem-solving abilities.
• Good communication and stakeholder management skills.

Responsibilities

• Oversees and has full responsibility over all operational support aspects of the contact center.
• Facilitates and monitors staffing, scheduling, and forecasting systems.
• Monitors training program implementations across the contact center.
• Oversees contact center quality issues and support systems management.
• May be responsible for multiple contact centers and drives continuous improvements.

Skills

WFM/RTA experience

BPO experience

Forecasting and scheduling

Analytical and problem-solving

Stakeholder management

Communication skills

Job description

Job Title: Real-Time Analyst (RTA)
Work Location:,Alphaland, Makati
Account : Telco
Work Setup & Schedule: Onsite/Shifting schedule
Salary: 27k max
HC:(1)

JD

Oversees and has full responsibility over all operational support aspects of the contact center. Must facilitate and monitor all workforce planning issues, including staffing, scheduling, and forecasting systems, and policy and procedure. May monitor the implementation and execution of all training programs across the contact center. Oversees all aspects of contact center quality issues and support systems implementation and management. May be responsible for multiple contact centers. Develops own knowledge, shares best practices, and develops relevant/appropriate solutions. Positions at this level are expected to continuously improve the day-to-day activities/processes.

Qualifications

• At least 1+ year WFM/RTA experience
• At least 1+ year BPO experience
• Experience in forecasting, staffing, scheduling, and real-time monitoring
• Knowledge of WFM tools and contact center KPIs
• Strong analytical and problem-solving skills
• Good communication and stakeholder management skills
• Willing to work in a shifting schedule