Real-Time Analysts – Makati

QUALIFICATIONS

• At least an undergraduate degree or equivalent work experience
• With at least 1 year of work experience as a Real-Time Analyst in a BPO setting
• Solid knowledge in Workforce management fundamentals
  • With experience developing dashboards, visualizations, and understandable reports
  • Deep understanding of applicable performance metrics and data
• Excellent technical proficiency and experience:
  • Highly proficient in MS Excel, MS Word, MS PowerPoint, and Google Sheets
  • Must have intermediate to advance Access and Excel dashboarding experience
• Good analytical skills with experience collecting, organizing, analyzing, and disseminating data
• Excellent communication, collaboration, time/project management, problem solving,
  organizational, and analytical skills
• Willing to work on-site on a flexible schedule

RESPONSIBILITIES

Real-Time Analysts are part of the Workforce Management team and are responsible for monitoring and managing real-time operational performance. Their tasks include:

• Ensuring service goals are met by monitoring, coordinating, and adjusting staffing
• Monitoring, tracking, and reporting employee attendance, schedule adherence and offline activities
• Developing and implementing strategies to enhance program efficiencies, adherence, and productivity
• Corresponding with clients regarding real-time performance and status
• Coordinating with key stakeholders when deciding on real-time action plans
• Implementing workforce management policies and procedures
• Updating and recording operation’s production data
• Developing and submitting daily and adhoc reports
• Representing Workforce Management in any WFM-related client conferences
• Performing other tasks as required by the program and the company