Workforce RTA - Pasig

TASQ Staffing Solutions

  • Pasig City, Metro Manila
  • Permanent
  • Full-time
  • 1 month ago
About the job: WFM Real Time Analyst I (Rockwell/Ortigas)Work Arrangement: Onsite (Rockwell/Ortigas)TASQ is looking for a skilled Workforce Management (WFM) Real-Time Analyst to act as an extension of our client, supporting vendor operations and Business Process Outsourcing (BPO) partners. The successful candidate will monitor, analyze, and optimize real-time performance across multiple contact center sites to ensure service level agreements (SLAs) and key performance indicators (KPIs) are consistently met. This role requires exceptional analytical skills, communication, and a collaborative approach to work closely with both the client and external partners.Key Responsibilities:1. Real-Time Monitoring and Management:
- Monitor real-time queues, agent adherence, and contact center metrics across multiple vendor or BPO sites.
- Proactively identify and resolve deviations from planned staffing or performance targets to minimize service level impacts.
- Manage intraday adjustments, including break optimization, skill assignments, and shift changes.2. Collaboration and Communication:
-Serve as the primary point of contact between the client and vendor/BPO partners for real-time performance updates.
-Escalate critical issues to stakeholders and provide actionable recommendations for resolution.
-Communicate intraday performance reports and key insights to clients and vendor partners.3. Data Analysis and Reporting:
-Analyze real-time performance data and identify trends affecting productivity, service levels, and customer satisfaction.
-Generate and share intraday and end-of-day performance reports, highlighting any variances and corrective actions.4. Intraday Strategy Execution:
-Implement intraday strategies to maximize efficiency, including overtime/offline time management and queue prioritization.
-Make decisions on agent allocations and workload balancing across channels (e.g., voice, chat, email).5. Process Improvement and Compliance:
-Ensure compliance with client-specific WFM processes, policies, and protocols.
-Collaborate with stakeholders to implement process improvements aimed at optimizing efficiency and productivity.
-Document lessons learned and recommend strategies for continuous improvement in real-time performance management.

TASQ Staffing Solutions