As a Real Time Analyst, you will play a critical role in optimizing our contact center operations by managing workforce scheduling, monitoring live adherence, and ensuring optimal staffing levels across shifts. You will analyze real-time data, coordinate closely with Operations to bridge staffing gaps, and provide data-driven insights that maintain service levels and drive operational efficiency in a fast-paced environment.
Salary Package: Competitive base salary + ₱2,400 monthly allowance
Additional Perks: HMO and life insurance on Day 1, and night differential!
Work Setup:
(Shifting schedules, UK time)
Responsibilities
- Manage workforce scheduling, staffing levels, and daily capacity requirements while monitoring attendance, schedule adherence, and key performance metrics.
- Analyze workforce data, prepare reports using MS Excel and WFM tools, and support forecasting and capacity planning.
- Coordinate with Operations to address staffing gaps and workforce concerns, providing data-driven recommendations to improve service levels and operational efficiency.
Qualifications
- College graduate (or completed 2 years in college with no back subjects).
- At least 1 to 2 years of Workforce Management experience in a contact center/BPO environment, with 2 to 4 years of overall professional work experience.
- Advanced proficiency in MS Excel and experience using WFM tools for scheduling, reporting, and performance tracking.
- Banking industry experience (specifically exposure to UK/US banking operations and Loan Origination processes) is highly preferred.
