Real Time Analyst - BGC Taguig
Concentrix Muntinlupa 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.
Optum Global SolutionsMuntinlupa
correspondence and intended outcome accurately
QUALIFICATIONS:
• Undergraduate degree or equivalent experience
• Minimum 2+ years of Workforce Real-Time Analyst (RTA) & Scheduling in a BPO environment
• Must be willing to work on-site (Makati or Alabang)
• Must...
TDCXManila, 25 km from Muntinlupa
changes) and/or issue procedural notifications based on trigger events (e.g., average handle time, volume, absenteeism, etc.)
• Assist Operations to help provide greater focus on real-time/intraday agent productivity, performance exceptions and schedule...
TTECSanta Rosa, 10 km from Muntinlupa
the total program.
You’ll report to the Team Lead, WFM Real Time. You’ll impact the business, the teams you support, and the various departments that you partner with on a consistent basis through your analysis and recommendations.
During a Typical Day...