Real Time Analyst - BGC Taguig - Manila

The Workforce Management Real-Time Analyst is responsible for monitoring and managing real-time workforce operations. This role involves analyzing and responding to various operational scenarios to ensure optimal staffing levels and service delivery in dynamic environments.

Key Responsibilities:

• Monitor real-time call volume and staffing levels, making adjustments as necessary to ensure proper service levels.
• Analyze performance metrics and trends to identify opportunities for efficiency improvements.
• Communicate with team leaders regarding any staffing or performance concerns.
• Provide real-time updates and reports on key performance indicators (KPIs) to management.
• Assist in the development and implementation of new strategies to improve overall service delivery.
• Collaborate with other departments to understand business needs and align workforce strategies accordingly.
• Utilize workforce management software to generate forecasts, schedules, and intra-day updates.

Qualifications:

• Can start ASAP and amenable working on site in BGC, Uptown Mall.
• At least 1-2 years experience in WFM or Real-time Analyst role.
• Bachelor’s degree in Business Administration, Statistics, or a related field preferred.
• Skills:
• Proficiency in workforce management tools (e.g., NICE IEX, Verint, Aspect).
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal abilities.
• Ability to work under pressure and manage multiple priorities.