Job Description
Job Title: Executive – Workforce Management
Department: Workforce Management (WFM)
Location: Taguig
Reports To: WFM Assistant Manager / WFM Sr.Manager
Job Summary:
The Real-Time Analyst (RTA) is responsible for monitoring, analyzing, and managing real-time contact center performance. This role ensures intraday operational efficiency by providing live queue management, agent adherence tracking, and detailed reporting. The RTA also delivers critical insights through dashboards and reports to support WFM and Operations teams in achieving service level goals
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Key Responsibilities: Real-Time Monitoring
Monitor agent adherence, queue status, and service level performance across multiple campaigns or sites
- Communicate with operations teams to recommend intraday actions such as bre...