WFM Real Time Analyst (Makati) | Onsite

About this role

Location: Makati
Work Setup: Onsite
Shift Schedule: Night Shift

Responsibilities:
Monitor real-time data and daily operations to achieve performance goals.
Analyze live metrics to identify trends, challenges, and improvement opportunities.
Work with teams to adjust schedules and resources based on current data.
Prepare detailed performance and exception reports for management.
Support implementation of strategies to enhance service quality and operations.
Collaborate with stakeholders to promptly resolve operational issues.
Document activities accurately following company policies and procedures.

Requirements:
At least 12 months of experience in real-time analysis, workforce management, or operations monitoring, preferably in a call centre or customer service environment
Background in Business Management or Computer Science
Must be amenable to start ASAP
Strong analytical skills and expertise in Microsoft Excel and various data tools
Excellent communication and interpersonal skills
Ability to multitask and perform under pressure