Real Time Analyst (Onsite – Antipolo and Tarlac Sites)
Full time @Intelegencia Pvt Ltd posted 4 weeks agoJob Description
We are looking for highly driven Real Time Analysts (RTA) to join our team in Antipolo and Tarlac sites. This role plays a vital part in ensuring service levels and workforce efficiency are met through real-time monitoring, reporting, and scheduling.
As an RTA, you will work closely with Operations and Service Delivery to manage intra-day workforce activities, analyze KPIs, provide staffing recommendations, and maintain optimal agent adherence.
Key Responsibilities:
- Develop and maintain staffing schedules based on forecasted volumes
- Monitor real-time call volumes and agent adherence
- Analyze and interpret data to identify workforce challenges
- Create regular and ad-hoc reports on KPIs and CS metrics
- Provide recommendations to enhance operational efficiency
- Respond to service level fluctuations in real-time
- Support operations with workforce-related insights and data
Qualifications:
- Bachelor’s Degree holder (any course)
- Minimum of 3 years of experience in Workforce Management
- Strong analytical skills and the ability to interpret performance data
- Proficient in Microsoft Office (especially Excel, Word, PowerPoint)
- Knowledgeable in WFM tools, methodologies, and concepts
- Experience conducting Root Cause Analysis (RCA)
- Workforce Management certification is a plus
- Must be highly organized, self-motivated, and detail-oriented
- Ability to multitask and manage shifting priorities
- Must be amenable to a flexible schedule, including weekends
- Able to work independently with minimal supervision
- Strong interpersonal and communication skills
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