Found Description
Job Title: Executive – Workforce Management
Department: Workforce Management (WFM)
Location: Cebu
Reports To: WFM Assistant Manager / WFM Sr.Manager
Job Summary
The Real-Time Analyst (RTA) is responsible for monitoring, analyzing, and managing real-time contact center performance. This role ensures intraday operational efficiency by providing live queue management, agent adherence tracking, and detailed reporting. The RTA also delivers critical insights through dashboards and reports to support WFM and Operations teams in achieving service level goals
Key Responsibilitie
s:Real-Time Monitori
- ngMonitor agent adherence, queue status, and service level performance across multiple campaigns or site
- s.Communicate with operations teams to recommend intraday actions such as break pulls, skill reassignments, or overtim
- e.Escalate deviations from plan (high absent...
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