Real Time Analyst

**SNAPSHOT OF THE ROLE**:
Responsible for ensuring multiple Customer Service sites meet service levels by future and real-time staffing planning.
This includes work mix blending and call queue adjustments, and overall management of workflow across the Customer Service network.
**CORE RESPONSIBILITIES**:

- Create and execute forecasting and demand planning models independently
- Execute real-time management processes
- Analyzing critical data points (volume vs. resource capacity) to ensure we are best maintaining our Service Level Agreements
- Maintain and run daily/weekly scheduling tasks
- Measure the results of executed strategies to determine their efficacy
- Calculate staffing requirements by interval, for day, week, month
- Deliver WFM-related insights and readouts of specific outcomes
- Identify and analyze customer resource requirements and dependencies and address gaps
- Collaborate and communicate with Operations Team to ensure alignment on plans
- Excellent management of all WFM KPIs such as forecast variance, AHT, SVL and productivity

**MINIMUM QUALIFICATIONS**:

- Minimum of 1 year of WFM or related experience
- Strong written and verbal communication skills
- Exceptional Excel based analytical skills
- Demonstrated critical thinking skills
- Experience with WFM platforms
- Ability to interact with and influence all levels of the organization's unit
- Excellent at articulating vision and planning execution of projects

Pay: Php25,000.00 - Php30,000.00 per year

**Benefits**:

- Company events
- Health insurance
- Life insurance
- Work from home

Schedule:

- 8 hour shift

Supplemental Pay:

- 13th month salary

Application Question(s):

- Are you knowledgeable in Microsoft Excel and Google sheet?
- Do you have experience working in Workforce?