Real Time Analyst | Pampanga
Core
Monitor intraday queue performance, forecast achievement, service levels, occupancy, and utilization to ensure staffing alignment.
Role type
Real Time Analyst (Workforce Management)
Builds
Contact center operations and workforce schedules
Domain
Business Process Outsourcing (BPO) / Contact Center
Deliverable
Dashboards & analysis
Required skills
Forecasting, root cause analysis, numerical literacy, schedule adherence monitoring, real-time reporting, trend projection, schedule adjustment
Preferred skills
Economics/Mathematics/Engineering background, 1 year RTA/WFM experience, proactive decision making
Technologies
Contact center WFM systems
Responsibilities
Monitor queue level performance and variance to forecast in real time; Report significant variations from forecast to Operations and WFM Management; Provide recommendations for addressing staffing or forecast inaccuracies; Monitor agent level schedule adherence; Analyze variations to forecast and project impact for the remainder of the day; Compile and submit intraday reports with accuracy and timelines; Update schedules with real time attendance and exceptions; Approve/recommend alternatives for real time schedule exception requests