Real-Time Analyst (WFM)

Gratitude Inc

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3 days ago

Real-Time Analyst (WFM)

1-4 Year(s)

Manila (Eastwood quezon city)

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Job Description

Key Skills

Analytical Good MS Excel skills NUMERICAL SKILLS

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

Hiring – Real-Time Analyst (WFM)

Location: Eton Centris, Quezon City, Philippines
Work Setup: 100% Work from Office
Shift: Shifting Schedule
Vertical: UK Financial Customer Service
Compensation: Up to 20% hike on last drawn salary + ₱2,400 allowance, based on experience
Joining: ASAP
Openings: 2

Role Overview

We are looking for a Real-Time Analyst (RTA) with workforce management experience in a contact center environment. The role will focus on real-time monitoring, workforce planning, performance tracking, and ensuring operational KPIs and service levels are achieved.

Key Responsibilities

Monitor real-time contact center performance and workforce requirements.
Manage staffing levels, schedules, and queue performance.
Track service levels, productivity, attendance, and schedule adherence.
Analyse workforce data and identify gaps or operational risks.
Prepare and maintain performance reports and dashboards.
Coordinate with operations and WFM teams to address real-time staffing issues.
Support scheduling, forecasting, and workforce management activities.
Ensure accurate reporting and timely escalation of service-level risks.

Requirements

Graduate of a Bachelor’s Degree.
1–2 years of Workforce Management (WFM) experience in a contact center environment.
2–4 years of overall work experience.
Banking industry experience is highly preferred.
Exposure to UK / US / AU Banking is an advantage.
Strong analytical and numerical skills.
Excellent MS Excel skills.
Experience with WFM software for scheduling, performance tracking, and reporting.
Willingness to work 100% onsite in Quezon City on a shifting schedule.
Immediate joiners preferred.

Recruitment Process

Initial Interview → SVAR → L2 Interview (MS Teams) → L3 Interview (MS Teams)

Pre-Screening Questionnaire

Please provide the following details:

Highest Educational Attainment
Years of experience in Workforce Management in a contact center
Years of banking industry experience
Do you have exposure to the UK/US/AU Banking industry?
Last drawn salary
Expected salary
Are you amenable to working 100% onsite in Quezon City on a shifting schedule?
Can you start immediately?

Questionnaire Link:
https://myglit.com/lateral/cref/eb62fc0c29

Interested candidates are requested to complete the questionnaire and share their updated CV.

Role

WFM

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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