Workforce Management Analyst/Real Time Analyst

Job Title: Real-Time Analyst (RTA)
Industry: Financial/Cryptocurrency
Type of Support: Voice and Non-Voice
Work Setup: 100% Onsite at Central Bloc - 17th floor, IT Park, Cebu City
Work Shift: Shifting Schedule
Salary: To be discussed with the client
Start Date: ASAP
Headcount: 2

Job Summary:

We are seeking a Real-Time Analyst (RTA) to join our team in the financial/cryptocurrency sector. The RTA will be responsible for monitoring real-time performance metrics, ensuring workforce optimization, and maintaining service level agreements (SLAs) in a fast-paced environment. The ideal candidate will have strong analytical skills, proficiency in Excel, and prior experience in workforce management.

Key Responsibilities:

• Monitor real-time queues and agent performance to ensure service level goals are met.
• Track and analyze call volume trends, agent adherence, and schedule efficiency.
• Communicate intr...