Job Openings Real Time Analyst

About the job Real Time Analyst

Salary: PHP30,000-35,000

Job Responsibilities

  • Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives. 
  • Monitors site to ensure optimal staffing levels. 
  • Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data. 
  • Administers volume contingency action plans as deemed necessary and appropriate. 
  • Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals. 
  • Facilitates real-time discussions with necessary stakeholders. 
  • Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectivenessforecast analyst function 
  • Keys daily exception requests, updates schedules and responds to escalated issues and ad-hoc requests. 
  • Ensures that all reports originating from the department are accurate and reliable. 
  • Helps with the integration and implementation of new call center technologies. 
  • Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position. 
  • Understands skills-based routing concepts and skill proficiencies 


  • Candidate must possess at least a Vocational Diploma / Short Course Certificate, Bachelor's/College Degree, any field. 
  • With at least 2 years of WFM experience is required
  • Knowledgeable in MS Office applications, AVAYA Telephony systems in both CMS and Call master, WFM software and tools
  • Excellent communication and time management skills
  • Strong Analytical and Interpersonal Skills
  • Strong organizational skills Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail. 
  • Ability to communicate call center data/ forecasts 
  • Ability to work independently with minimal supervision Capability of problem-solving
  • Willing to work onsite (E-commerce Plaza, Eastwood, QC; across Eastwood Mall)
  • Willing to work in GY/Night shift