WFM Real Time Analyst (Makati)

Work Setup: Onsite

Shift Schedule: Night Shift

Responsibilities

• Monitor real-time data and daily operations to achieve performance goals.
• Analyze live metrics to identify trends, challenges, and improvement opportunities.
• Work with teams to adjust schedules and resources based on current data.
• Prepare detailed performance and exception reports for management.
• Support implementation of strategies to enhance service quality and operations.
• Collaborate with stakeholders to promptly resolve operational issues.
• Document activities accurately following company policies and procedures.

Requirements

• At least 12 months of experience in real-time analysis, workforce management, or operations monitoring, preferably in a call centre or customer service environment
• Background in Business Management or Computer Science
• Must be amenable to start ASAP
• Strong analytical skills and expertise in Microsoft Excel and various data tools
• Excellent communication and interpersonal skills
• Ability to multitask and perform under pressure