Location: Tarlac City, Philippines

Employment Type: Full-Time

Intelegencia is looking for a Workforce Management Real-Time Analyst (RTA) with strong reporting and analytical skills to support contact center operations in Tarlac City.

The role will focus on real-time monitoring, schedule adherence management, queue performance tracking, and operational reporting to ensure service levels and key operational metrics are achieved.

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•Monitor real-time contact center performance (Service Level, AHT, Queue Volume, Occupancy).

•Track schedule adherence and intraday staffing gaps.

•Provide real-time recommendations to mitigate service level risks.

•Generate daily, weekly, and intraday performance reports.

•Maintain operational dashboards and trackers.

•Analyze performance trends and provide actionable insights to Operations.

•Coordinate with Operations, Scheduling, and WFM teams on staffing and performance.

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•1–3 years of Workforce Management experience in a BPO or contact center environment.

•Experience working as a Real-Time Analyst (RTA).

•Strong understanding of contact center KPIs (AHT, Service Level, Adherence, Occupancy).

•Advanced Microsoft Excel skills (Pivot Tables, VLOOKUP/XLOOKUP, data analysis).

•Experience with WFM tools such as NICE, Verint, Genesys, or similar.

•Experience in performance reporting and dashboard management.

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•Experience with data visualization tools such as Microsoft Power BI or Tableau.

•Exposure to forecasting or capacity planning processes.

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•Opportunity to work with a growing global outsourcing company.

•Exposure to data-driven workforce management operations.

•Collaborative and fast-paced environment.