Job Description
📌 Qualifications:
✅ Bachelor's Degree in Mathematics or any related field.
✅ At least 1 year WFM Realtime Analyst experience in BPO industry
✅ Proficiency in MS Office applications (Word, Excel, PowerPoint)
✅ Must be willing to work onsite and on night shifts
Real-Time Analyst (RTA) Roles and Responsibilities
Real-Time Monitoring
• Monitor queues, staffing levels, and service performance in real time.
• Track, log, and escalate operational incidents and outages.
• Monitor schedule and roster adherence, attendance, breaks, and shift compliance.
Reporting and Analyst
• Analyze daily MIS and operational reports.
• Provide feedback to Scheduling on staffing and break allocations.
• Provide feedback to Forecasting on call volume and AHT variances.
• Ensure all reports are accurate and delivered ...