Workforce Management/Real Time Analyst

Job Title: Real Time Analyst

Location: Eton Centris, Quezon City

Work Setup: 100% Onsite

Schedule: Shifting schedules (UK time)

Account Type: Voice

Job Summary:

We are looking for a detail-oriented and analytical Real Time Analyst (RTA) to join our Workforce Management team. The RTA will be responsible for monitoring real-time performance, managing intraday activities, and ensuring service level targets are met. This role plays a critical part in optimizing staffing efficiency, minimizing service level risks, and supporting overall operational performance.

Key Responsibilities:

• Monitor real-time queues and agent performance to ensure service levels and KPIs are achieved
• Manage intraday staffing adjustments based on call volume trends and attendance
• Analyze performance data and generate reports for operations and leadership teams
• Coordinate with Team Leaders and Operations regarding staffing gaps and action plans
• Track schedule adherence and productivity metrics
• Identify trends and recommend process improvements to optimize performance
• Support workforce planning activities including scheduling and forecasting

Qualifications:

• Bachelor’s Degree graduate
• At least 1–2 years of contact center experience
• At least 1–2 years of Workforce Management experience in a call center or shared services environment
• Banking industry experience is highly preferred
• Exposure to UK and/or US Banking industry is an advantage
• Strong analytical and problem-solving skills
• Advanced proficiency in MS Excel (reporting, data analysis, formulas)
• Experience with Workforce Management tools (scheduling, performance tracking, reporting)
• Strong numerical skills and ability to interpret data accurately