Workforce RTA - Pasig

About the job : WFM Real Time Analyst I (Rockwell / Ortigas)

Work Arrangement : Onsite (Rockwell / Ortigas)

TASQ is looking for a 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 :

3. Data Analysis and Reporting :

4. Intraday Strategy Execution :

5. Process Improvement and Compliance :