Job Title: Executive – Workforce Management
Department: Workforce Management (WFM)
Location: Cebu
Reports To: WFM Assistant Manager / WFM Sr.Manager
Job Summary
:The Real-Time Analyst (RTA) is responsible for monitoring, analyzing, and managing real-time contact center performance. This role ensures intraday operational efficiency by providing live queue management, agent adherence tracking, and detailed reporting. The RTA also delivers critical insights through dashboards and reports to support WFM and Operations teams in achieving service level goals
.
Key Responsibilitie
s:Real-Time Monitori
- ngMonitor agent adherence, queue status, and service level performance across multiple campaigns or site
- s.Communicate with operations teams to recommend intraday actions such as break pulls, skill reassignments, or overtim
- e.Escalate deviations from plan (high absenteeism, long queues, system issues) in real-tim
e.Reporting & Analyti
- csGenerate and distribute hourly, daily, and end-of-day performance report
- s.Maintain dashboards to track key WFM KPIs such as SLA, AHT, shrinkage, occupancy, and adherenc
- e.Analyze intraday performance trends and provide insights and recommendations to leadershi
p.Support Functio
- nsParticipate in daily huddles and syncs with Ops and WFM teams to align on staffing and intraday executio
- n.Log and document incidents that impact real-time performance (e.g., system outages, surges
- ).Assist in validating schedule changes and post-day reporting for accurac
y.
Qualificatio
- ns:At least 2-3 years of experience in a WFM or RTA role, preferably in a BPO or contact cent
- er.Proficient in Excel (formulas, charts, pivot tables); experience with WFM tools such as IEX, Verint, Genesys or CMS is a pl
- us.Strong attention to detail, organizational skills, and ability to work under pressu
- re.Effective communicator with a proactive approach to problem-solvi
ng.
