Workforce Management Real Time Analyst

We're Hiring: WFM Real Time Analyst!

We are seeking a detail-oriented and proactive WFM Real Time Analyst to join our team in Pasig. The ideal candidate will be responsible for monitoring real-time performance metrics, ensuring optimal staffing levels, and facilitating operational efficiency within our contact center environment.

Location: Pasig, Philippines

Work Mode: Work From Office

Role: WFM Real Time Analyst

What You'll Do

• Responsible for leading a team of Mission Control (Real Time / RTA) analysts and schedulers. Responsible for the performance of this team on its defined objectives. Act as the WFM point of contact for all assigned projects.
• Co-ordinate and collaborate with operations and other departments to ensure smooth functioning of the production enviornement. Recommend procedural and operational guideline changes to improve communications and operational efficiency.
• Maintain confidentiality relative to organizational strategies, objectives, and practices.
  
  

Participate In Functions/meetings As Required.

What We’re Looking For:

• Minimum 3 year WFM experience in a call center
• Ability to understand, analyze and report on call center metrics. Must demonstrate good analytical, numerical, and problem solving skills.
• Ability to define problems, collect data, establish facts, and draw valid conclusions. Must be enterprising, diplomatic and proactive in solving problems.
• Ability to work with and apply to practical situations mathematical concepts such as addition, subtraction, multiplication, division, fractions, percentages, and ratios.
• Excellent verbal and written communication skills. Ability to effectively present information across all levels of the organization.
• Strong organizational skills and the ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail in a challenging, fast-placed, shifting priority environment.
• Proficient in MS Excel. Proficient in any WFM Software (Blue Pumpkin, IEX, Aspect etc)
• Flexible schedule and impeccable attendance record. Ability to write reports, business correspondence, and procedure manuals.
  
  

Ready to make an impact? Apply now and let’s grow together!