A Real-Time Analyst (RTA) monitors and manages real-time workforce performance to ensure service level goals are met. They track call volumes, agent adherence, and queue statuses, identifying and addressing deviations to maintain operational efficiency. RTAs adjust schedules, reallocate resources, and communicate with teams to resolve immediate issues. Additionally, they provide reports and insights on real-time data trends, support decision-making, and contribute to optimizing workforce processes in dynamic environments.
Work Setup:
Onsite - Pasay and Alabang
Salary:
24,000 - 34,000
Qualifications:
At least 2 years of relevant experience in workforce management or real-time monitoring.
Strong analytical and problem-solving skills.
Proficiency in workforce management tools and software (e.g., Verint, IEX, NICE, or similar).
Excellent communication and coordination abilities.
Ability to work under pressure and adapt to fast-paced environments.
Knowledge of call center operations and metrics such as SLA, AHT, and occupancy.
Detail-oriented with the ability to analyze data and provide actionable insights.
