Are you an experienced Real-Time Analyst (RTA) or Workforce Management (WFM) professional with a strong background in real-time monitoring, intraday management, and contact center operations? We're looking for a proactive and analytical individual to help optimize workforce performance and ensure service level targets are consistently achieved.

If you thrive in a fast-paced BPO environment and have a passion for workforce optimization, we'd love to hear from you.

Key Responsibilities

• Monitor real-time queue performance, staffing levels, and service level agreements (SLAs).

• Track attendance, schedule adherence, and agent productivity throughout the day.

• Identify, analyze, and escalate operational risks that may impact business performance.

• Provide real-time recommendations to optimize staffing and improve service levels.

• Collaborate with Operations, Workforce Management, and Team Leaders to address intraday challenges.

• Generate workforce reports and monitor key performance metrics.

• Ensure workforce plans are executed effectively to support business objectives.

• Drive continuous improvement through proactive workforce monitoring and analysis.

Qualifications

• At least 1 year of experience as a Real-Time Analyst (RTA) or Workforce Management (WFM) Analyst in a BPO/Contact Center environment.

• Strong knowledge of real-time monitoring, intraday management, workforce optimization, scheduling, and adherence management.

• Experience using WFM tools such as Verint, NICE IEX, Aspect, Genesys, or similar platforms.

• Intermediate to advanced Microsoft Excel skills.

• Strong analytical, problem-solving, and decision-making abilities.

• Excellent communication and stakeholder management skills.

• Ability to work in a fast-paced, shifting environment.

Why Join?

• Competitive salary package.

• Career growth opportunities in Workforce Management.

• Collaborative and dynamic work environment.

• Opportunity to work with a high-performing operations team.

If your experience matches the qualifications, send your updated PDF CV today. Qualified candidates will be contacted for the next steps in the recruitment process.