Qualifications:

✅ Bachelor's Degree in Mathematics or any related field.

✅ At least 1 year WFM Realtime Analyst experience in BPO industry

✅ Proficiency in MS Office applications (Word, Excel, PowerPoint)

✅ Must be willing to work onsite and on night shifts

Real-Time Analyst (RTA) Roles and Responsibilities

Real-Time Monitoring

• Monitor queues, staffing levels, and service performance in real time.

• Track, log, and escalate operational incidents and outages.

• Monitor schedule and roster adherence, attendance, breaks, and shift compliance.

Reporting and Analyst

• Analyze daily MIS and operational reports.

• Provide feedback to Scheduling on staffing and break allocations.

• Provide feedback to Forecasting on call volume and AHT variances.

• Ensure all reports are accurate and delivered on time.