Real-Time Analyst (RTA)

Gratitude Inc

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2 weeks ago

Real-Time Analyst (RTA)

1-5 Year(s)

Davao

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Job Description

Key Skills

Analytical Stakeholder Management Workforce Management Service Level Agreements, Contracts Advanced Microsoft Excel

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Location: Davao

Experience: 1+ Year (WFM/RTA in BPO)

Salary: ₱21,000–₱27,000

Shift: Shifting Schedule

Work Mode: Onsite

Headcount: 2

Job Responsibilities

Monitor real-time queue performance, staffing levels, and service levels to ensure operational targets are achieved.
Track agent attendance, schedule adherence, and productivity throughout the day.
Identify operational risks and escalate issues that may impact service levels or business performance.
Provide real-time recommendations to optimize staffing and improve operational efficiency.
Coordinate with Operations and Workforce Management teams to manage intraday performance.
Monitor workload trends and support workforce planning activities.
Generate and maintain real-time operational reports and dashboards.
Ensure adherence to workforce management processes and service level agreements (SLAs).
Communicate performance updates and operational insights to stakeholders in a timely manner.

Required Skills

Minimum 1 year of experience as a Real-Time Analyst (RTA) or in Workforce Management (WFM) within a BPO environment.
Strong knowledge of real-time monitoring, queue management, and schedule adherence.
Hands-on experience with Workforce Management (WFM) tools.
Proficiency in Microsoft Excel for reporting and data analysis.
Strong analytical and problem-solving abilities.
Good communication and stakeholder management skills.
Ability to work in a fast-paced environment and make quick operational decisions.
Willingness to work onsite on a shifting schedule.

Important Notes

Former Teleperformance employees are not eligible for rehire, either directly or through third-party agencies.

Role

MIS Analyst

Timings

Day Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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