Job Title: Senior Real Time Analyst (Workforce Management)
Location: Tarlac City, Tarlac
Job Type: Full Time
Job Category: Management & Support (Call Centre & Customer Service)
Salary: ₱25,000 – ₱30,000 per month
Job Overview
We are looking for a Senior Real Time Analyst (Workforce Management) to join our team in Tarlac City. This role is crucial to maintaining optimal contact center performance by managing real-time data, forecasting, scheduling, and staffing. The ideal candidate is analytical, proactive, and experienced in WFM systems, with strong decision-making capabilities.
Key Responsibilities
- Develop and manage staffing schedules to support productivity and service goals
- Monitor contact volumes and agent adherence in real time
- Analyze historical and real-time data to identify performance issues
- Generate regular and ad-hoc reports on KPIs and service metrics
- Collaborate with Operations and Service Delivery to manage service level performance
- Perform root cause analysis to understand trends and drive improvements
- Recommend workforce optimization strategies to improve efficiency and customer experience
- Adjust staffing plans based on service level variations
Qualifications
- At least 3 years of experience in Workforce Management or a related field
- Proficient in WFM tools and software (e.g., NICE, Verint, Genesys, etc.)
- Strong skills in Microsoft Office, especially Excel, Word, and PowerPoint
- Demonstrated experience in forecasting, scheduling, and real-time management
- Ability to conduct root cause analysis and interpret performance data
- Understanding of regulatory requirements and contact center operations
Key Competencies
- Excellent verbal and written communication skills
- Highly organized with the ability to manage multiple schedules and priorities
- Strong analytical and problem-solving skills
- Self-motivated and able to work independently
- Strong attention to detail
- Customer service-oriented and results-driven
- Comfortable working a flexible schedule, including weekends
- Capable of mentoring and leading team members
- Adaptable to change and fast-paced environments
- Ready to hit the ground running with minimal training
- Positive and energetic personality
Preferred but Not Required
- Certifications in Workforce Management or related areas
- Background in BPO or high-volume contact center settings
Interested applicants are encouraged to apply and be part of a dynamic, results-driven team in a growing organization.
Job Types: Full-time, Permanent
Pay: Php25,000.00 - Php30,000.00 per month
Benefits:
- Additional leave
- Company Christmas gift
- Health insurance
- Life insurance
- Opportunities for promotion
- Paid training
- Pay raise
- Promotion to permanent employee
- Staff meals provided
Schedule:
- 8 hour shift
- Evening shift
Supplemental Pay:
- 13th month salary
- Overtime pay
Ability to commute/relocate:
- Tarlac City (Tarlac): Reliably commute or planning to relocate before starting work (Required)
Experience:
- workforce management: 3 years (Preferred)
Willingness to travel:
- 100% (Required)
Work Location: In person
