About the role
We're growing our Workforce Management team and looking for a proactive, detail-oriented Real-Time Analyst (RTA) to support our US accounts. You'll be the eyes on the floor in real time. You'll watch queues, adherence, and staffing minute by minute, and act fast to keep service levels on target across multiple programs.
If you've been an RTA or WFM analyst in a BPO and you're comfortable making the call when the queue spikes, we'd like to hear from you.
What You'll Do
- Monitor agent attendance, schedule adherence, and real-time status (aux, breaks, lunch, offline) throughout the shift.
- Track call volumes, queue activity, service level, ASA, and abandonment across multiple client programs.
- Spot service level risks early and act on them right away: adjust breaks and lunches, move skills and queue assignments, and redeploy agents where needed.
- Identify staffing gaps caused by absences, tardiness, attrition, or unplanned shrinkage, and coordinate coverage such as OT, VTO/VOT, or skill reassignments.
- Monitor occupancy, utilization, and agent availability to keep staffing efficient.
- Make sound, independent decisions within established WFM procedures.
- Send timely intraday updates to Operations (TLs, OMs) and WFM leadership on SL risks, staffing concerns, and actions taken.
- Prepare and distribute accurate intraday, end-of-shift, and daily performance reports.
- Work closely with Operations, Team Leaders, and the WFM team to resolve staffing challenges.
- Take customer calls during peak volume when operationally necessary.
What We're Looking For
- At least 1–2 years of WFM experience in a BPO or call center, preferably as a Real-Time Analyst.
- Solid understanding of call center metrics: service level, AHT, occupancy, shrinkage, adherence, and conformance.
- Confident decision-maker who can act independently and stay composed during queue spikes.
- Able to monitor several queues or client programs at the same time.
- Strong MS Excel skills (VLOOKUP/XLOOKUP, pivot tables, conditional formatting); Google Sheets is a plus.
- Excellent written and spoken English, since you'll be communicating with US-based stakeholders.
- Highly organized, detail-oriented, and dependable.
- At least a college level or graduate of any 4-year course.
- Willing to work onsite in Mandaluyong on a night shift.
Nice to Have
- Experience supporting multiple clients or programs in a BPO.
- Hands-on experience with WFM or contact center platforms such as Verint, NICE IEX, Genesys Cloud, Amazon Connect, Five9, or similar.
- Experience monitoring multi-channel queues (voice, chat, and email).
- US account experience.
Schedule
- Night shift aligned with US business hours.
- Rotating weekend duty (every other weekend).
- Must be flexible with schedule changes based on business needs, including holidays.
- Excellent attendance and punctuality are required, because the floor depends on you.
What We Offer
- PHP 40,000 basic salary + PHP 2,000 monthly allowance (PHP 42,000 total monthly package)
- Night differential pay
- HMO coverage after just 30 days of employment
- 13th month pay and all government-mandated benefits (SSS, PhilHealth, Pag-IBIG)
- Paid leave credits
- Opportunity to grow with a fast-scaling team in Rockwell, Mandaluyong