BPO MIS - Real Time Analyst (Clark, Pampanga)

Requirements :

• Bachelor's degree in any field.
• At least 3 years of experience in MIS / RTA, preferably within BPO or shared services environments.
• Exposure to scheduling, capacity planning, forecasting, and reporting.
• Proficiency with MIS scheduling tools such as Power BI, VBA, macros, and Excel.
• Strong proficiency in MS Office tools, especially Excel.
• Flexibility to work in rotating shifts.
• Willingness to work on-site in Clark.
• Able to start immediately.
• Responsibilities :
• Ensure the workforce of business partners is optimally staffed by developing forecast and staffing models, providing analytical support for business initiatives and market conditions, and offering recommendations to aid decision-making.
• Oversee resource planning for one or more divisional units; act as a trusted advisor by anticipating potential issues and opportunities.
• Build effective relationships with business partners by proactively communicating trends or concerns and supporting recommendations with data.
• Collaborate with business partners to identify upcoming initiatives or changes that could impact volume or staffing; analyze how changes in business drivers will influence staffing requirements.
• Create volume forecasts for inbound contact center or processing departments; update and maintain forecasting models using both standard and advanced statistical techniques.
• Regularly evaluate staffing drivers such as volume, handle time, shrinkage, and occupancy against plans; inform relevant stakeholders and suggest corrective actions as needed.