Real-Time Analyst (RTA) – UK Financial Customer Service
Gratitude IncReal-Time Analyst (RTA) – UK Financial Customer Service
Job Description
Key Skills
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Role Overview
We are seeking a Real-Time Analyst (RTA) to support workforce management operations for a UK Financial Customer Service vertical. You will monitor real-time performance, manage schedule adherence, and ensure optimal staffing levels to meet service level agreements (SLAs). This role requires strong analytical skills and experience with workforce management tools.
Key Responsibilities
Monitor real-time adherence and schedule compliance across teams
Manage and adjust staffing levels to meet SLAs and operational targets
Track and analyze real-time performance metrics, call volume trends, and abandonment rates
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
Graduate of a Bachelor's Degree – required
1–2 years of work experience in workforce management in a contact center environment – required
2–4 years overall experience – required
Banking industry experience is highly preferred
Exposure to UK/US/AU Banking industry is an advantage
Good analytical skills
Excellent in MS Excel & number crunching – required
Experience with Workforce Management software (scheduling, performance tracking, reporting) – required
Why Join?
Competitive salary package (up to 20% hike from last drawn)
₱2,400 allowance
Prime Eton Centris, Quezon City location
Career growth in workforce management
Dynamic and supportive team environment
Role
Forecast Analyst
Timings
Rotational Shifts (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Semi-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.
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