Real-Time Analyst (RTA) | Workforce Management | Real-Time Monitoring | Intraday Management | WFM | BPO
Gratitude IncReal-Time Analyst (RTA) | Workforce Management | Real-Time Monitoring | Intraday Management | WFM | BPO
Job Description
Key Skills
71 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
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.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
Get the Best Jobs
on your Fingertips
Similar Jobs
USRN Clinician | Non-Voice
Gratitude Inc3 - 12 Year(s)
₱ 50 - ₱ 59K p.m
Manila, Philippines
2 - 4 Year(s)
Confidential
Manila, Philippines
Microsoft Azure PaaS
Gratitude Inc2 - 5 Year(s)
Confidential
Manila, Philippines
CSR -UK Financial collections account - Wipro Eton QC
Gratitude Inc1 - 36 Year(s)
₱ 25 - ₱ 30K p.m
Manila, Philippines
Customer service representative (medical billing)
Gratitude Inc0 - 1 Year(s)
₱ 18 - ₱ 33K p.m
Manila, Philippines
1 - 2 Year(s)
₱ 45 - ₱ 62K p.m
Manila, Philippines
CSR Banking Account -Concentrix Makati
Gratitude Inc0 - 20 Year(s)
₱ 25 - ₱ 30K p.m
Manila, Philippines
SOC L2
Gratitude Inc3 - 5 Year(s)
Confidential
Manila, Philippines
Lead Generation Team Lead
Gratitude Inc2 - 5 Year(s)
Confidential
Manila, Philippines
WORKDAY PAYROLL | HYBRID QUEZON City -Wipro
Gratitude Inc5 - 17 Year(s)
₱ 120 - ₱ 130K p.m
Manila, Philippines