Job Title: Real-Time Analyst (RTA)

Account: Telco
Work Location: Alphaland, Makati
Work Setup: Onsite
Schedule: Shifting Schedule

Job Summary

We are looking for a Real-Time Analyst (RTA) with strong Workforce Management (WFM) experience to oversee real-time operational support for a contact center. The role will be responsible for monitoring staffing, scheduling, forecasting, service levels, and other workforce-related activities to ensure smooth and efficient operations.

Key Responsibilities

• Monitor real-time contact center performance and operational support requirements.

• Oversee workforce planning activities including staffing, scheduling, and forecasting.

• Monitor adherence, staffing levels, service levels, and operational KPIs.

• Identify real-time staffing gaps and recommend appropriate corrective actions.

• Support the implementation and execution of workforce management processes and procedures.

• Monitor operational trends and provide relevant insights to stakeholders.

• Support contact center training and other operational initiatives when required.

• Develop and share WFM best practices.

• Identify opportunities for continuous improvement in day-to-day processes.

• Develop appropriate solutions to workforce and operational challenges.

• Collaborate with operations and other stakeholders to ensure effective workforce utilization.

Qualifications

• At least 1+ year of WFM/RTA experience.

• At least 1+ year of BPO experience.

• Experience in forecasting, staffing, scheduling, and real-time monitoring.

• Knowledge of WFM tools and contact center KPIs.

• Strong analytical and problem-solving skills.

• Good communication and stakeholder management skills.

• Willingness to work on a shifting schedule.

• Must be willing to work onsite in Makati.

Pre-Screening Questions

• Years of experience in WFM/RTA

• Years of BPO experience

• WFM tools used

• Last drawn salary

• Expected salary

Important Eligibility Note

Former Teleperformance employees are not eligible for rehire, whether directly or through a third party.

Candidates from PSG Global Solutions, Majorel, and Aegis USA are also not eligible for rehire, as these companies have been acquired by Teleperformance.