Workforce RTA - Pasig

TASQ Staffing Solutions; Pasig; On-site; PHP 391,000 - 614,000; Full time

Job summary

TASQ Staffing Solutions is seeking a skilled WFM Real-Time Analyst I to monitor and optimize real-time performance across multiple contact center sites in the Ortigas area. You will focus on SLA/KPI adherence, intraday adjustments, and data-driven decision making.

The role requires strong analytical abilities, clear communication with clients and vendor partners, and the ability to quickly respond to changing conditions to maximize efficiency and service quality.

Responsibilities

• Monitor real-time queues, agent adherence, and contact center metrics across multiple vendor or BPO sites.
• Proactively identify and resolve deviations from planned staffing or performance targets to minimize service level impacts.
• Manage intraday adjustments, including break optimization, skill assignments, and shift changes.
• Serve as the primary point of contact between the client and vendor/BPO partners for real-time performance updates.
• Escalate critical issues to stakeholders and provide actionable recommendations for resolution.
• Communicate intraday performance reports and key insights to clients and vendor partners.
• Analyze real-time performance data and identify trends affecting productivity, service levels, and customer satisfaction.
• Generate and share intraday and end-of-day performance reports, highlighting any variances and corrective actions.
• Implement intraday strategies to maximize efficiency, including overtime/offline time management and queue prioritization.
• Make decisions on agent allocations and workload balancing across channels (e.g., voice, chat, email).
• Ensure compliance with client-specific WFM processes, policies, and protocols.
• Collaborate with stakeholders to implement process improvements aimed at optimizing efficiency and productivity.
• Document lessons learned and recommend strategies for continuous improvement in real-time performance management.

Job description

About the job: WFM Real Time Analyst I (Rockwell/Ortigas)

TASQ is looking for a skilled Workforce Management (WFM) Real-Time Analyst to act as an extension of our client, supporting vendor operations and Business Process Outsourcing (BPO) partners. The successful candidate will monitor, analyze, and optimize real-time performance across multiple contact center sites to ensure service level agreements (SLAs) and key performance indicators (KPIs) are consistently met. This role requires exceptional analytical skills, communication, and a collaborative approach to work closely with both the client and external partners.

Key Responsibilities:

1. Real-Time Monitoring and Management:

• Monitor real-time queues, agent adherence, and contact center metrics across multiple vendor or BPO sites.
• Proactively identify and resolve deviations from planned staffing or performance targets to minimize service level impacts.
• Manage intraday adjustments, including break optimization, skill assignments, and shift changes.

2. Collaboration and Communication:

• Serve as the primary point of contact between the client and vendor/BPO partners for real-time performance updates.
• Escalate critical issues to stakeholders and provide actionable recommendations for resolution.
• Communicate intraday performance reports and key insights to clients and vendor partners.

3. Data Analysis and Reporting:

• Analyze real-time performance data and identify trends affecting productivity, service levels, and customer satisfaction.
• Generate and share intraday and end-of-day performance reports, highlighting any variances and corrective actions.

4. Intraday Strategy Execution:

• Implement intraday strategies to maximize efficiency, including overtime/offline time management and queue prioritization.
• Make decisions on agent allocations and workload balancing across channels (e.g., voice, chat, email).

5. Process Improvement and Compliance:

• Ensure compliance with client-specific WFM processes, policies, and protocols.
• Collaborate with stakeholders to implement process improvements aimed at optimizing efficiency and productivity.
• Document lessons learned and recommend strategies for continuous improvement in real-time performance management.