WFM Real Time Analyst I

Real-Time Analyst (RTA)

Work Location: Alphaland, Makati City

Work Setup: Onsite

Work Schedule: Shifting

Hiring: Immediate

Drive Real-Time Performance. Keep Operations on Track.

Are you a detail-oriented Real-Time Analyst (RTA) with a passion for workforce management and operational excellence?

We're looking for a proactive Real-Time Analyst to join a dynamic Telco Account and play a key role in ensuring the contact center has the right people, in the right place, at the right time.

You'll monitor real-time operations, identify staffing and performance gaps, support workforce planning activities, and provide timely insights that help keep operations running efficiently.

If you're analytical, proactive, and thrive in a fast-paced BPO environment, this could be your next opportunity!

What You'll Do

- Monitor real-time contact center performance and operational activities.

- Track staffing levels, schedules, attendance, and service performance.

- Identify and address real-time staffing gaps and operational challenges.

- Support workforce planning activities, including forecasting, staffing, and scheduling.

- Monitor adherence to workforce plans and recommend appropriate adjustments.

- Analyze contact center performance and key operational metrics.

- Collaborate with Operations, Workforce Management, and other stakeholders to resolve real-time issues.

- Provide timely updates and recommendations to support operational decision-making.

- Help identify trends, risks, and opportunities for continuous improvement.

- Share best practices and develop practical solutions to workforce and operational challenges.

- Contribute to initiatives that improve day-to-day processes and overall contact center efficiency.

- Support workforce-related systems, policies, procedures, and operational requirements.

What We're Looking For

Required Qualifications

At least 1 year of Real-Time Analyst (RTA) or Workforce Management (WFM) experience

At least 1 year of BPO/contact center experience

Hands-on experience with forecasting, staffing, scheduling, and real-time monitoring

Knowledge of WFM tools and contact center KPIs

Strong analytical and problem-solving skills

Good communication and stakeholder management skills

Ability to work effectively in a fast-paced contact center environment

Willingness to work on a shifting schedule

Willingness to work onsite in Makati City

Why This Opportunity?

Work with a dynamic Telco Account

Build and strengthen your WFM/RTA expertise

Gain valuable exposure to contact center operations and workforce planning

Develop your analytical and operational decision-making skills

Opportunity to contribute directly to operational performance and continuous improvement

Ready to take your WFM career to the next level?

Apply now and join a team where your real-time insights can make a measurable impact!