Job Description

Responsible for:

The real-time analyst is primarily responsible for closely monitoring real-time call volumes & staffing to be able to identify whether the actual data corresponds with the data in the forecasted call volumes and staffing done by the Forecasting and Scheduling Team.

Main Activities and Responsibilities:

The Real-Time Analyst is responsible for, but not limited to:

1. Quality Management

• Performs real-time monitoring and schedule adherence tracking on a 24 x 7 basis
• Monitors ½ hourly call volumes, AHT, and staffing requirements. Alert Operations management on threshold

violation

1. Information Management

• Verifies communication of all information relevant to staffing
• Plots PTO/SWAP in the database as against allocation
• Update employee and team data maintained in the workforce management software
• Facilitate agent skill assignment

1. Report Generation

• Monitor, track, and report agent schedule adherence and employee occurrences
• Monitor and report allocation to the workforce management team that may trigger changes in staffing plan and

schedule

1. Liaise with Other Departments/Units

• Act as the cross-functional single point of contact for Workforce Management with Information Technology and

Telecommunication regarding system-related issues that impact production. Track and report issues and resolution

• Assist Operations Management with any schedule or staffing information requirement

1. Performs other related duties as may be assigned either in support of divisional / departmental goal attainment

or for his personal and professional training, education or development as programmed by superiors.

1. Ensure a safe, healthy and sustainable workplace for all employees and contractors, report workplace hazards, and provide a safe and positive workplace.
2. Complete all necessary training requirements and professional development opportunities.

Qualifications and Typical Experience:

• At least 1 year of experience in Workforce Management
• Proficient in using Excel
• Must be amenable to work in Wilcon IT Hub, Makati
• Preferably with Salesforce experience