Real-Time Analyst (RTA) – UK Financial Customer Service

Gratitude Inc

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3 days ago

Real-Time Analyst (RTA) – UK Financial Customer Service

2-10 Year(s)

Manila

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Job Description

Key Skills

Banking WFM System ms excel

11 candidate(s) have already applied for this Job. Apply now

Role Overview

We are seeking a Real-Time Analyst (RTA) to support workforce management operations for a UK Financial Customer Service vertical. You will monitor real-time performance, manage schedule adherence, and ensure optimal staffing levels to meet service level agreements (SLAs). This role requires strong analytical skills and experience with workforce management tools.

Key Responsibilities

Monitor real-time adherence and schedule compliance across teams

Manage and adjust staffing levels to meet SLAs and operational targets

Track and analyze real-time performance metrics, call volume trends, and abandonment rates

Coordinate with operations teams to address schedule deviations and attendance issues

Generate and distribute real-time reports to stakeholders

Identify and escalate potential risks to service delivery

Support workforce planning activities including forecasting and scheduling

Continuously improve processes to optimize operational efficiency

Qualifications

Graduate of a Bachelor's Degree – required

1–2 years of work experience in workforce management in a contact center environment – required

2–4 years overall experience – required

Banking industry experience is highly preferred

Exposure to UK/US/AU Banking industry is an advantage

Good analytical skills

Excellent in MS Excel & number crunching – required

Experience with Workforce Management software (scheduling, performance tracking, reporting) – required

Why Join?

Competitive salary package (up to 20% hike from last drawn)

₱2,400 allowance

Prime Eton Centris, Quezon City location

Career growth in workforce management

Dynamic and supportive team environment

Role

Forecast Analyst

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Semi-Voice

Functional Area

ITES / BPO / Customer Service

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.

Jecinta Kariuki

Recruiter - Gratitude Inc

NA, kenya

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