Real-Time Analyst (RTA)

Gratitude Inc

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1 week ago

Real-Time Analyst (RTA)

1-10 Year(s)

₱ 25 - ₱ 27K p.m

Manila (Makati)

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Job Description

Key Skills

Forecasted Real time systems Scheduling WFM System WFM tools

51 candidate(s) have already applied for this Job. Apply now

Role Overview

Oversees and has full responsibility over all operational support aspects of the contact center. Must facilitate and monitor all workforce planning issues, including staffing, scheduling, and forecasting systems, and policy and procedure. May monitor the implementation and execution of all training programs across the contact center. Oversees all aspects of contact center quality issues and support systems implementation and management. May be responsible for multiple contact centers. Develops own knowledge, shares best practices, and develops relevant/appropriate solutions. Positions at this level are expected to continuously improve the day-to-day activities/processes.

Key Responsibilities

Monitor real-time adherence and schedule compliance across multiple teams

Manage and adjust staffing levels to meet service level agreements (SLAs)

Track and analyze real-time performance metrics and call volume trends

Coordinate with operations teams to address schedule deviations and attendance issues

Generate and distribute real-time reports to stakeholders

Identify and escalate potential risks to service delivery

Support workforce planning activities including forecasting and scheduling

Continuously improve processes to optimize operational efficiency

Qualifications

At least 1+ year WFM/RTA experience – required

At least 1+ year BPO experience – required

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

Willing to work in a shifting schedule

Why Join?

Competitive salary: ₱27,000 max

Prime Alphaland, Makati location

Career growth in workforce management

Dynamic and supportive team environment

Role

WFM

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Non-Voice

Functional Area

ITES / BPO / Customer Service

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.

Jecinta Kariuki

Recruiter - Gratitude Inc

NA, kenya

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