Real Time Analyst - BGC Taguig
Concentrix Quezon City Full-time
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.
SagilityQuezon City
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• Undergraduate degree or equivalent experience
• Minimum 2+ years of Workforce Real-Time Analyst (RTA) & Scheduling in a BPO environment
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TDCXManila, 10 km from Quezon City
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• Assist Operations to help provide greater focus on real-time/intraday agent productivity, performance exceptions and schedule...