Realtime Analyst - Workforce Management

Work Setup: 100% Onsite

Locations:

• MOA, Pasay
• Alabang

Requirements:

• At least 2 years in college (No back subjects)
• Minimum of 1 year experience as Realtime Analyst in a BPO/call center environment

Job Responsibilities:

• Keep a close eye on real-time queue and agent activities across various business lines to ensure smooth operations.
• Proactively adjust schedules and oversee overtime and voluntary time off to maintain peak staffing levels.
• Support agents with straightforward troubleshooting and meticulously document any system issues encountered.
• Generate and distribute precise Intraday and other essential reports promptly to keep everyone informed.
• Protects the confidentiality of the organization's strategies, objectives, and practices.