Workforce Management Analyst (RTA)

Moder; Cebu City; Presencial; PHP 450 000 - 700 000; Tempo integral

Resumo da oferta

Moder is seeking a Real-Time Analyst to monitor and optimize contact center performance in real time, ensuring service levels and staffing alignment are met. You will work with operations, including vendor partners, to identify variances and deliver actionable insights for timely decisions that improve service quality and customer satisfaction.

You will manage intraday WFM activities, analyze performance trends, prepare real-time updates, and support staffing interventions during spikes or

Qualificações

• Bachelor's degree or equivalent combination of education and relevant work experience.
• 2–4 years of experience in Workforce Management, Real-Time Workforce Management and exposure to contact center operations environments.
• Hands-on experience with Workforce Management tools such as NICE, Verint, Aspect, Genesys, or other industry-standard WFM platforms.
• Familiarity with contact center technologies and telephony platforms such as Avaya, Cisco, Amazon Connect, Five9, or equivalent systems.
• Strong understanding of contact center operations, systems, and end-to-end call center environments.
• Intermediate to advanced proficiency in reporting tools and Microsoft Office applications, with ability to work across analytical and reporting tasks.
• Effective verbal and written communication skills with stakeholders to influence operational outcomes.

Responsabilidades

• Monitor Real-Time Operational Performance including Service Level KPIs, staffing levels, schedule adherence, and queue management.
• Execute intraday workforce management activities to address workload fluctuations and service delivery objectives.
• Identify performance risks and staffing variances; provide timely recommendations to partners.
• Coordinate real-time staffing interventions and intraday adjustments to maintain operational effectiveness.
• Analyze workforce and operational performance trends to provide insights for data-driven decisions.
• Prepare and communicate real-time and intraday performance updates and recommendations.
• Support operational response during volume spikes, outages, and disruptions to minimize customer impact.
• Collaborate with in-house and vendor operations teams to align workforce performance with business objectives.
• Contribute to workforce management best practices and governance adherence.

Conhecimentos

Real-Time Workforce Management

Workforce Management

Analytical reporting

Stakeholder engagement

Formação académica

Bachelor's degree

Ferramentas

NICE

Verint

Aspect

Genesys

Descrição da oferta de emprego

The Real Time Analyst is responsible for monitoring and managing Contact Center performance in real time to ensure Service Levels, Staffing Alignment, and Operational Objectives are consistently achieved. The role collaborates closely with Operations, including in-house teams and vendor partners, as well as client partners, to identify performance variances, deliver actionable insights, and support timely operational decisions that enhance service quality and customer satisfaction.

Roles and Responsibilities:

• Monitor Real-Time Operational Performance, Including Service Level KPIs, Staffing Levels, Schedule Adherence, Agent Non-Adherence Events, Queue Management Activities, and Exception Management.
• Execute Intraday Workforce Management activities to address workload fluctuations and support achievement of Service Delivery Objectives.
• Proactively identify performance risks, Service Level impacts, and staffing variances, providing timely recommendations to the Partners.
• Coordinate and implement real-time staffing interventions, including resource reallocation and intraday adjustments to maintain operational effectiveness.
• Analyze Workforce and Operational performance trends to provide meaningful insights and support data-driven decision-making.
• Prepare and communicate real-time and intraday performance updates, reports, and recommendations.
• Support operational response activities during volume spikes, system outages, and business disruptions to minimize customer impact and maintain service continuity.
• Collaborate with Operations teams, including in-house and vendor partners, to ensure alignment between workforce performance and business objectives.
• Contribute to workforce management best practices and ensure adherence to established governance standards.

Qualifications:

• Bachelor's degree or equivalent combination of education and relevant work experience.
• 2–4 years of experience in Workforce Management, Real-Time Workforce Management and demonstrated exposure to Contact Center Operations environments supporting contact center operations.
• Hands-on experience with Workforce Management tools such as NICE, Verint, Aspect, Genesys, or other industry-standard WFM platforms.
• Familiarity with contact center technologies and telephony platforms such as Avaya, Cisco, Amazon Connect, Five9, or equivalent systems.
• Strong understanding of Contact Center operations, systems, and end-to-end Call Center environments.
• Intermediate to advanced level proficiency in reporting tools and Microsoft Office applications, with ability to work across analytical and reporting tasks.
• Effective verbal and written communication skills, with the ability to engage stakeholders and influence operational outcomes effectively.
• Demonstrated ability to manage multiple priorities, adapt to changing business conditions, and perform effectively in a fast-paced environment.
• Strong customer focus with a solid understanding of service delivery objectives and customer experience outcomes.