(URGENT): WFM Real Time Analyst I- Telco

Gratitude Inc

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7 hours ago

(URGENT): WFM Real Time Analyst I- Telco

1-5 Year(s)

Manila (Makati)

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Job Description

Key Skills

Data Analysis Scheduling Stakeholder Management WFM System intraday reporting Workforce Management Productivity Management BPO Operations Service Level Agreements, Contracts Real-time Management Real-Time Analyst

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Job Title: Real-Time Analyst (RTA)

Account: Telco
Work Location: Alphaland, Makati
Work Setup: Onsite
Schedule: Shifting Schedule

Job Summary

We are looking for a Real-Time Analyst (RTA) with strong Workforce Management (WFM) experience to oversee real-time operational support for a contact center. The role will be responsible for monitoring staffing, scheduling, forecasting, service levels, and other workforce-related activities to ensure smooth and efficient operations.

Key Responsibilities

Monitor real-time contact center performance and operational support requirements.
Oversee workforce planning activities including staffing, scheduling, and forecasting.
Monitor adherence, staffing levels, service levels, and operational KPIs.
Identify real-time staffing gaps and recommend appropriate corrective actions.
Support the implementation and execution of workforce management processes and procedures.
Monitor operational trends and provide relevant insights to stakeholders.
Support contact center training and other operational initiatives when required.
Develop and share WFM best practices.
Identify opportunities for continuous improvement in day-to-day processes.
Develop appropriate solutions to workforce and operational challenges.
Collaborate with operations and other stakeholders to ensure effective workforce utilization.

Qualifications

At least 1+ year of WFM/RTA experience.
At least 1+ year of BPO experience.
Experience in forecasting, staffing, scheduling, and real-time monitoring.
Knowledge of WFM tools and contact center KPIs.
Strong analytical and problem-solving skills.
Good communication and stakeholder management skills.
Willingness to work on a shifting schedule.
Must be willing to work onsite in Makati.

Pre-Screening Questions

Years of experience in WFM/RTA
Years of BPO experience
WFM tools used
Last drawn salary
Expected salary

Important Eligibility Note

Former Teleperformance employees are not eligible for rehire, whether directly or through a third party.

Candidates from PSG Global Solutions, Majorel, and Aegis USA are also not eligible for rehire, as these companies have been acquired by Teleperformance.

Role

Customer Service Executive

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Non-Voice

Functional Area

ITES / BPO / Customer Service

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