Manila - WFM Real Time Analyst I

The successful candidate will monitor, analyze, and optimize real-time performance across multiple contact center sites to ensure service level agreements (SLAs) and key performance indicators (KPIs) are consistently met. This role requires exceptional analytical skills, communication, and a collaborative approach to work closely with both the client and external partners.

Key Responsibilities:

1. Real-Time Monitoring and Management:

• Proactively identify and resolve deviations from planned staffing or performance targets to minimize service level impacts.
• Manage intraday adjustments, including break optimization, skill assignments, and shift changes.

1. Collaboration and Communication:

• Escalate critical issues to stakeholders and provide actionable recommendations for resolution.
• Communicate intraday performance reports and key insights to clients and vendor partners.

1. Data Analysis and Reporting:

-Analyze real-time performance data and identify trends affecting productivity, service levels, and customer satisfaction.

1. Intraday Strategy Execution:

• Implement intraday strategies to maximize efficiency, including overtime/offline time management and queue prioritization.
• Make decisions on agent allocations and workload balancing across channels (e.g., voice, chat, email).

1. Process Improvement and Compliance:

• Collaborate with stakeholders to implement process improvements aimed at optimizing efficiency and productivity.

-Document lessons learned and recommend strategies for continuous improvement in real-time performance management.