Operations Data Analyst – WFM

Gratitude Inc

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2 months ago

Operations Data Analyst – WFM

1-2 Year(s)

Manila (Taguig)

Job Description

Key Skills

WFM System WFM tools SLA Requirements BPO Skills BPO Operations BPO Call center WFM. WFM Analyst

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

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)

Role

WFM

Timings

Flexible (Permanent)

Industry

BPO

Work Mode

Work from office

Process

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.

Ozioma Udoette

Recruiter - Gratitude Inc

NA, nigeria

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