Workforce Management/Real Time Analyst

Proselect Management Inc; Taguig; On-site; PHP 391,000 - 614,000; Full time

Benefits offered by this job

Health Insurance

Life Insurance

Retirement Plan

Job Training

Company Equipment

Retirement Plan

Job Training

Professional Development

Job summary

A workforce management company in Taguig seeks a detail-oriented Real Time Analyst to monitor performance and manage staffing adjustments. Candidates should have a Bachelor's Degree and 1–2 years of experience in contact centers, preferably with a background in the banking industry. The role involves analyzing data to optimize service levels and performance. Strong MS Excel skills are required, along with experience using Workforce Management tools.

Qualifications

• Bachelor’s Degree graduate.
• 1-2 years contact center experience.
• 1-2 years Workforce Management experience in a call center.
• Banking industry experience is highly preferred.
• Exposure to UK and/or US Banking industry is an advantage.
• Strong analytical and problem-solving skills.
• Advanced proficiency in MS Excel (reporting, data analysis, formulas).
• Experience with Workforce Management tools (scheduling, performance tracking, reporting).
• Strong numerical skills and ability to interpret data accurately.

Responsibilities

• Monitor real-time queues and agent performance.
• Manage intraday staffing adjustments based on call volume.
• Analyze performance data and generate reports.
• Coordinate with Team Leaders and Operations regarding staffing gaps and action plans
• Track schedule adherence and productivity metrics
• Identify trends and recommend process improvements to optimize performance
• Support workforce planning activities including scheduling and forecasting

Skills

Analytical skills

Problem-solving skills

Advanced proficiency in MS Excel

Numerical skills

Education

Bachelor’s Degree

Tools

Workforce Management tools

Job description

On-site - Taguig 1-3 Yrs Exp Bachelor Full-time

Job Description

Government Mandated Benefits

13th Month Pay

Insurance Health & Wellness

Health Insurance, Life Insurance, HMO

Company Equipment, Retirement Plan

Professional Development

Job Training, Professional Development

Job Title: Real Time Analyst Work Setup: 100% Onsite Job Summary: We are looking for a detail‑oriented and analytical Real Time Analyst (RTA) to join our Workforce Management team. The RTA will be responsible for monitoring real‑time performance, managing intraday activities, and ensuring service level targets are met. This role plays a critical part in optimizing staffing efficiency, minimizing service level risks, and supporting overall operational performance. Key Responsibilities:

• Monitor real-time queues and agent performance to ensure service levels and KPIs are achieved
• Manage intraday staffing adjustments based on call volume trends and attendance
• Analyze performance data and generate reports for operations and leadership teams
• Coordinate with Team Leaders and Operations regarding staffing gaps and action plans
• Track schedule adherence and productivity metrics
• Identify trends and recommend process improvements to optimize performance
• Support workforce planning activities including scheduling and forecasting

Qualifications:

• Bachelor’s Degree graduate
• At least 1–2 years of contact center experience
• At least 1–2 years of Workforce Management experience in a call center or shared services environment
• Banking industry experience is highly preferred
• Exposure to UK and/or US Banking industry is an advantage
• Strong analytical and problem-solving skills
• Advanced proficiency in MS Excel (reporting, data analysis, formulas)
• Experience with Workforce Management tools (scheduling, performance tracking, reporting)
• Strong numerical skills and ability to interpret data accurately