Real-Time Analyst (RTA) | Workforce Management | Real-Time Monitoring | Intraday Management | WFM | BPO

Gratitude Inc

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11 hours ago

2-4 Year(s)

Manila

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Job Description

Key Skills

good communication skills WFM. RTA tool Real-Time Analyst

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

Are you an experienced Real-Time Analyst (RTA) or Workforce Management (WFM) professional with a strong background in real-time monitoring, intraday management, and contact center operations? We're looking for a proactive and analytical individual to help optimize workforce performance and ensure service level targets are consistently achieved.

If you thrive in a fast-paced BPO environment and have a passion for workforce optimization, we'd love to hear from you.

Key Responsibilities

Monitor real-time queue performance, staffing levels, and service level agreements (SLAs).
Track attendance, schedule adherence, and agent productivity throughout the day.
Identify, analyze, and escalate operational risks that may impact business performance.
Provide real-time recommendations to optimize staffing and improve service levels.
Collaborate with Operations, Workforce Management, and Team Leaders to address intraday challenges.
Generate workforce reports and monitor key performance metrics.
Ensure workforce plans are executed effectively to support business objectives.
Drive continuous improvement through proactive workforce monitoring and analysis.

Qualifications

At least 1 year of experience as a Real-Time Analyst (RTA) or Workforce Management (WFM) Analyst in a BPO/Contact Center environment.
Strong knowledge of real-time monitoring, intraday management, workforce optimization, scheduling, and adherence management.
Experience using WFM tools such as Verint, NICE IEX, Aspect, Genesys, or similar platforms.
Intermediate to advanced Microsoft Excel skills.
Strong analytical, problem-solving, and decision-making abilities.
Excellent communication and stakeholder management skills.
Ability to work in a fast-paced, shifting environment.

Why Join?

Competitive salary package.
Career growth opportunities in Workforce Management.
Collaborative and dynamic work environment.
Opportunity to work with a high-performing operations team.

If your experience matches the qualifications, send your updated PDF CV today. Qualified candidates will be contacted for the next steps in the recruitment process.

Role

Account Manager

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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