Real-Time Analyst (Workforce Management)
Five Star Solutions EN
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In brief
Real-Time Analyst (Workforce Management).
Duties
- 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…
Required profile
- 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.
Benefits
- 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
Excerpt from the ad
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…
Source: ad by Five Star Solutions, published on Careers pages (ATS). MakeYouFirst summarises this ad; the advertiser remains responsible for its content.