WFM Real Time Analyst

Gratitude Inc

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1 month ago

WFM Real Time Analyst

1-3 Year(s)

25 - 30 Thousand p.m

Manila (Taguig)

Job Description

Key Skills

Technical Real Time Analyst WFM tools WFM. BPO Experience is a must

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Former employee of Teleperformance – not eligible for rehire, either direct or through a third party

Job Summary

The RTA manages intraday workforce performance to ensure optimal staffing, SLA compliance, and service continuity. The role supports CE operations by monitoring real time queues and coordinating with Operations leaders.

Key Responsibilities
•Monitor real time adherence, occupancy, and service levels across queues.
•Execute intraday adjustments to staffing, schedules, and skilling.
•Communicate real time risks, gaps, and recommendations to Operations.
•Track and report intraday performance and deviations from forecast.
•Support ramp readiness and new hire integration.

Qualifications
•Bachelor’s degree or equivalent experience.
•Minimum 12 months experience in Workforce Management or real time support.
•Strong analytical and multitasking abilities.
•Familiarity with WFM tools, queues, and CE SLA environments.
•Strong technical background in BPO (Must have)

Recruitment Process :
Recruitment Interview, Assessment, Hiring Manager Interview.

PLEASE ANSWER THESE QUESTIONS AND SEND THE ANSWERS TO MY EMAIL, JEMOMBOYA@GMAIL.COM

Pre-screening notes:
Educational attainment:
Years of experience as WFM RTA
Technical experience:
Last drawn salary:
Expected salary:

Role

WFM

Timings

Flexible (Permanent)

Industry

IT-Hardware & Networking

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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