BPO Real Time Analyst

Welsend Global Services

1.6-2.2Kر.س[Mensual]
En el sitio - TaguigExp de 3-5 YrsBaceleroTiempo completo
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Descripción del trabajo

Beneficios

  • Reconocimiento y Recompensas de Empleados

    Bono de rendimiento

  • Beneficios Mandados del Gobierno

    Pago del mes 13, Fondo Pag-Ibig, Vacaciones pagadas, Salud, SSS/GSIS

  • Seguro de salud y bienestar

    Seguro de salud, Seguro de vida, HMO

  • Desarrollo profesional

    Entrenamiento de Job

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Duties and Responsibilities

  • Prepare intraday reports on staff attendance and reconcile daily timesheets with schedules and actual time-in/time-out records.
  • Monitor attendance and schedule adherence, ensuring adequate daily coverage through adjustments to staffing and scheduling.
  • Communicate with management and operations teams to maintain service levels and meet business objectives.
  • Generate detailed reports that provide clear insights into hourly, daily, and monthly agent performance.
  • Process requests for schedule modifications, such as meetings, training, or other operational events.
  • Analyze schedule accuracy and performance data to recommend improvements in scheduling efficiency and team satisfaction.
  • Provide analytical support for special projects and continuous improvement initiatives.
  • Collaborate with staff, management, Human Resources, and Accounting on workforce-related matters.
  • Demonstrate strong analytical skills, particularly in forecasting and performance analysis.
  • Perform additional duties as assigned.

Key Responsibilities

  • Conduct real-time monitoring and adjustments using workforce management tools to optimize resource efficiency and achieve service level targets.
  • Continuously analyze performance trends and re-forecast staffing needs to align with operational goals across multiple sites.
  • Maintain constant communication with Operations teams to implement staffing adjustments based on real-time and forecasted results.
  • Produce call volume forecasts on a daily, weekly, monthly, and annual basis for multi-site operations.
  • Develop, evaluate, and update staffing schedules and models; provide recommendations based on data analysis.
  • Compare results against forecasts to identify opportunities for improvement.
  • Deliver daily and intraday performance reports to leadership.
  • Perform other related duties as assigned.

Work Schedule:

  • Night Shift, shifting schedule
  • 100% On-site, McKinley Hill, Taguig


real time analystIdioma InglésServicio al clienteJugador de equipoHabilidades técnicasHabilidades organizativasHabilidades InterpersonalesCentro de llamadas
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Welsend Global

HR OfficerWelsend Global Services

Activo hoy

Ubicación laboral

3rd Floor, Three World Square. 34th St, Taguig, Metro Manila, Philippines

Publicado el 04 February 2026

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