Quezon City - Workforce Management Real-Time Analyst | WFH | Night Shift | Weekends Off
Sync Live CX Ops in AI-Powered Consulting Environments
In a world of digital chatter and constant motion, clarity wins. Take the reins of global operations through live analytics and real-time decision-making. You’ll be the unseen force keeping support systems aligned, responsive, and efficient. International exposure meets operational mastery in a role built for pros who know how to listen to data—and lead from it.
Job Description
Be part of our client’s team as a Workforce Management Real-Time Analyst and take charge of live performance monitoring across global support operations. You’ll deliver time-sensitive insights, escalate productivity concerns, and collaborate with operations leaders to maintain service levels—ensuring seamless, efficient, and responsive customer experiences in a high-tech, AI-driven consulting environment.
Job Overview:
Employment Type: Full-time
Shift: Night Shift (Mon–Fri, 08:00 PM to 05:00 AM), Weekends Off
Work Setup: Permanent Work From Home
Exciting Perks Await!- Competitive Salary Package
- Fully customized Emapta laptop with peripherals
- Night differential pay to maximize your earnings
- Permanent WFH arrangement
- Fixed weekends off
- Comprehensive HMO coverage with free dependent
- Unlimited upskilling through Emapta Academy courses (Want to know more? Visit https://bit.ly/EmaptaTrainingCalendar)
- Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
- Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
- Unlimited opportunities for employee referral incentives across the organization
- Standard government and Emapta benefits
- Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
- Fun engagement activities for employees
- Mentorship and exposure to global leaders and teams
- Career growth opportunities
- Diverse and supportive work environment
The Qualifications We Seek:
- 1–4 years of contact center experience, including 1–2 years in Workforce Management or Command Center environments
- Hands-on experience with contact center scheduling and monitoring tools, especially Genesys and Avaya CMS
- Solid understanding of industry-specific language and technology within the contact center space
- Clear knowledge of performance metrics and the variables that affect them
- Demonstrated ability to coordinate proactively with teams to achieve objectives
- Strong organizational and prioritization skills
- Ability to meet tight deadlines and manage multiple priorities with minimal supervision
- Proficiency in Microsoft Office Suite, particularly Excel
- Excellent communication skills and a proven track record of building strong cross-functional relationships
Your Daily Tasks:
- Monitoring all supported queues and agents in real time
- Collaborating with frontline operations management to ensure resource productivity
- Owning service level performance and resolving issues with the operations team
- Providing real-time reports on service levels and resource-related concerns
- Acting as the central point of contact for reporting and escalating productivity issues
- Responding to incoming calls, emails, change requests, and escalations
- Performing additional duties as assigned by the contact center leadership team
About the Client: Driving CX Excellence with Innovation and AI
SP Data Digital is rewriting the CX playbook in the business consulting and services industry. Specializing in AI-powered sales and support, they fuse tech and talent to deliver seamless, scalable customer interactions. From live virtual support to real-time engagement, they’re wired for results.With the Zoom Partner Marketing Impact Award under their belt, they’re not just in the game—they’re optimizing it with every interaction.
Welcome to Emapta Philippines!
Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Work with global clients across industries, supported by a stable foundation and like-minded professionals.We empower your success with opportunities for personal and professional development in an inclusive environment. Apply now and be part of the #EmaptaEra!