Real-Time Analyst (Workforce Management)

What You'll Do

- Monitor agent attendance, schedule adherence, and real-time status (aux, breaks, lunch, offline) throughout the shift.

- Track call volumes, queue activity, service level, ASA, and abandonment across multiple client programs.

- Spot service level risks early and act on them right away: adjust breaks and lunches, move skills and queue assignments, and redeploy agents where needed.

- Identify staffing gaps caused by absences, tardiness, attrition, or unplanned shrinkage, and coordinate coverage such as OT, VTO/VOT, or skill reassignments.

- Monitor occupancy, utilization, and agent availability to keep staffing efficient.

- Make sound, independent decisions within established WFM procedures.

- Send timely intraday updates to Operations (TLs, OMs) and WFM leadership on SL risks, staffing concerns, and actions taken.

- Prepare and distribute accurate intraday, end-of-shift, and daily performance reports.

- Work closely with Operations, Team Leaders, and the WFM team to resolve staffing challenges.

- Take customer calls during peak volume when operationally necessary.

What We're Looking For

- At least 1–2 years of WFM experience in a BPO or call center, preferably as a Real-Time Analyst.

- Solid understanding of call center metrics: service level, AHT, occupancy, shrinkage, adherence, and conformance.

- Confident decision-maker who can act independently and stay composed during queue spikes.

- Able to monitor several queues or client programs at the same time.

- Strong MS Excel skills (VLOOKUP/XLOOKUP, pivot tables, conditional formatting); Google Sheets is a plus.

- Excellent written and spoken English, since you'll be communicating with US-based stakeholders.

- Highly organized, detail-oriented, and dependable.

- At least a college level or graduate of any 4-year course.

- Willing to work onsite in Mandaluyong on a night shift.

Nice to Have

- Experience supporting multiple clients or programs in a BPO.

- Hands-on experience with WFM or contact center platforms such as Verint, NICE IEX, Genesys Cloud, Amazon Connect, Five9, or similar.

- Experience monitoring multi-channel queues (voice, chat, and email).

- US account experience.

Schedule

- Night shift aligned with US business hours.

- Rotating weekend duty (every other weekend).

- Must be flexible with schedule changes based on business needs, including holidays.

- Excellent attendance and punctuality are required, because the floor depends on you.

What We Offer

- PHP 40,000 basic salary + PHP 2,000 monthly allowance (PHP 42,000 total monthly package)

- Night differential pay

- HMO coverage after just 30 days of employment

- 13th month pay and all government-mandated benefits (SSS, PhilHealth, Pag-IBIG)

- Paid leave credits

- Opportunity to grow with a fast-scaling team in Rockwell, Mandaluyong