Workforce Real-Time Analyst

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Oversee real-time operations to ensure service level agreements (SLAs) are consistently met.

• Evaluate real-time data to uncover trends and patterns.

• Offer insights and suggestions to enhance team member performance.

• Manage service levels, staffing requirements, and call distribution.

• Take appropriate actions to resolve issues impacting service levels and escalate them as necessary.

• Collaborate with Workforce Schedulers and Planners to modify schedules and staffing based on real-time demand.

• Work together with other departments to address issues that affect operational efficiency.

• Supply operational insights to Service Delivery utilizing Time Doctor, Workgenda, and other workforce management tools.

• Comply with company policies and procedures.

• Continually enhance knowledge through training programs and ongoing learning modules.

• Maintain a positive, empathetic, and professional demeanor toward customers and coworkers.

• Achieve or surpass performance objectives related to key performance indicators (KPIs).

• Carry out additional responsibilities as assigned.

⛳️ Requirements

• A minimum of 1 year of experience in workforce management or real-time monitoring.

• Excellent verbal and written communication skills.

• Proficient in utilizing Workforce Solutioning Tools (e.g., Verint, IEX, Playvox).

• Strong knowledge of Excel and Google Sheets, with the ability to create and interpret reporting functionalities.

• Experience working in a call center environment.

🏝️ Benefits

• Competitive salary.

• Compliance with government-mandated benefits.

• Retirement Savings Program with Company Matching.

• Life Insurance coverage.

• Health Maintenance Organization (HMO) coverage starting on day 1.

• Paid time off.

• Special leave for birthdays.

• Bonus and incentive programs.

• Opportunities for skills training and personal as well as professional growth.

• Employee Referral Program.

• Equipment provided by the company.

• Daily complimentary lunch for onsite employees.

• Attractive office environment for onsite employees.