WFM Real Time Analyst

Gratitude Inc

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15 hours ago

WFM Real Time Analyst

2-5 Year(s)

Manila

Job Description

Key Skills

Workforce Analyst

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Roles & Responsibilities

Real-Time Queue & Agent Activity Monitoring

•Monitor live inbound contact queues — including chat, email, phone, and ticket channels — in real time to ensure adequate coverage, balanced workload distribution, and adherence to service level targets throughout each operating shift.

•Track agent adherence and availability status across CRM and workforce management dashboards, identifying and responding to off-phone or off-queue deviations that affect staffing coverage and queue health.
•Proactively escalate staffing shortfalls, unexpected volume spikes, or prolonged queue backlogs to Operations leadership and team leads, recommending intraday adjustments to recover service levels.
•Monitor real-time metrics including average handle time (AHT), average speed of answer (ASA), abandonment rate, service level percentage, and concurrent ticket volume, escalating anomalies with documented context.
•Manage break, lunch, and offline activity scheduling in real time to minimize service level impact while ensuring compliance with labor policy and agent welfare standards.

Kindly answers the following pre-screen question :

Educational attainment:
Years of experience as WFM RTA
Technical experience:
Last drawn salary:
Expected salary:

Role

Customer Success Specialist

Timings

Night Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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