At Yngen Holdings Inc., we are looking for a Real-Time Analyst who can effectively balance data, people, and performance to support our global operations. This role is responsible for monitoring real-time workforce performance, identifying operational gaps, and taking timely action to help maximize productivity and maintain service level targets across multiple sites, skills, and platforms.
Job Responsibilities:
- Monitor real-time workload, staffing levels, and performance across multiple sites, skills, and platforms.
- Collaborate with external stakeholders and internal teams in real time to maximize productivity and maintain SLA targets.
- Analyze actual staffing and capacity against forecasts, identifying and reporting any significant variances.
- Perform intraday reforecasting of volume and Handle Average Time (HAT/AHT) based on current trends and real-time performance.
- Generate and maintain intraday reports on service levels across queues and sites, highlighting variances in forecast, AHT, occupancy, and staffing.
- Proactively identify opportunities for upskilling, training, and offline activities based on real-time business needs.
- Partner with Operations and other support teams to address workforce gaps and optimize available resources.
- Promote WFM best practices and educate global operations teams on the importance of schedule adherence and workforce management principles.
- Update the WFM platform with unplanned shrinkage, staffing changes, and other real-time adjustments.
- Monitor and manage unexpected downtime, staffing concerns, and other intraday workforce-related issues.
- Prepare and handle ad hoc reports and data requests as needed.
- Provide administrative support to the Workforce Management team, including HR-related coordination, time-off management, agent communication, and maintenance of internal workforce documents.
- Make timely, data-driven decisions that consider both immediate operational requirements and overall business impact.
Job Requirements:
- At least 1 year of experience as a Real-Time Analyst (RTA) or in a similar Workforce Management role within a BPO environment.
- Proficient in Google Sheets, including VLOOKUP/XLOOKUP, INDEX-MATCH, Pivot Tables, and other data analysis functions.
- Strong analytical and problem-solving skills, with the ability to interpret real-time data and translate insights into actionable decisions.
- Excellent communication and interpersonal skills, with the ability to effectively collaborate with Operations, Workforce Management, and external stakeholders.
- Strong people orientation and the ability to remain calm, professional, and solution-focused in challenging or high-pressure situations.
- Ability to make sound, timely decisions while considering the impact on the overall team, operations, and business.
- Highly organized, detail-oriented, and capable of managing multiple priorities in a fast-paced environment.
