WFM Real Time Analyst I

Work Arrangement: Onsite (Rockwell Ortigas)

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.