Workforce Management/Real Time Analyst

RSD Human Resource Management Consultancy; Cebu City; On-site; PHP 279,000 - 390,600; Full time

Job summary

A human resource management firm in Cebu City seeks a Real-Time Analyst to monitor service levels and call queues. The role involves ensuring SLA targets are met, managing agent schedules, and providing real-time performance insights. Candidates require at least 2 years of college education and 2 years of experience in workforce management. This position demands strong analytical and communication skills for effective decision-making in a fast-paced environment.

Qualifications

• At least 2 years college education or college graduate.
• Minimum of 2 years experience as WFM - RTA.
• Experience in voice and/or non-voice processes is a plus.

Responsibilities

• Monitor real-time queues, call volumes, AHT, shrinkage, and service levels.
• Ensure SLA and KPI targets are met through proactive real-time actions.
• Manage agent adherence and schedule compliance.

Skills

Monitoring real-time queues

SLA and KPI management

Real-time decision-making

Trend analysis

Education

Finished at least 2 years in college or college graduate

Job description

Job Summary

The Real-Time Analyst is responsible for monitoring real-time service levels, call volumes, agent availability, and queue performance to ensure optimal workforce utilization and SLA achievement. The role supports operations by making real-time adjustments and providing actionable insights.

Key Responsibilities

• Monitor real-time queues, call volumes, AHT, shrinkage, and service levels
• Ensure SLA and KPI targets are met through proactive real-time actions
• Manage agent adherence, schedule compliance, and intraday performance
• Communicate with Operations and WFM teams regarding staffing gaps or surpluses
• Execute real-time call routing, skill changes, and re-forecasting as needed
• Identify and escalate risks impacting service delivery
• Prepare and share real-time and intraday performance reports
• Support floor management with real-time decision-making
• Analyze trends and recommend improvements to scheduling and capacity planning

Qualifications

• Finished at least 2 years in college or college graduate
• Must have 2 years experience as WFM - RTA
• Experience in voice and/or non-voice processes is an advantage
• Amenable to work onsite