Job Overview

We are looking for a detail-oriented Real Time Analyst to support workforce management operations for a UK Financial Collections account. The role will focus on real-time monitoring of staffing, attendance, service levels, and operational performance to ensure appropriate workforce coverage and adherence to business requirements.

The ideal candidate should have experience in Real Time Management or Workforce Management within a BPO/contact center environment, strong analytical skills, and the ability to make timely operational decisions in a fast-paced environment.

Key Responsibilities

• Monitor real-time contact center performance, staffing levels, attendance, and schedule adherence.

• Track service levels, occupancy, productivity, and other workforce management metrics.

• Monitor intraday staffing requirements against forecasted volumes and workload.

• Identify staffing gaps, overstaffing, absenteeism, and operational risks in real time.

• Coordinate with Operations, Workforce Management, and other support teams to address staffing and performance issues.

• Make real-time recommendations and adjustments to optimize workforce coverage.

• Monitor agent adherence to assigned schedules, breaks, lunches, and other activities.

• Provide timely updates and alerts regarding service-level risks and staffing conditions.

• Generate and maintain real-time and intraday reports for operational stakeholders.

• Analyze trends and identify recurring staffing or performance issues.

• Support workforce planning, forecasting, scheduling, and capacity management activities when required.

• Escalate critical operational issues according to established procedures.

• Maintain accurate workforce records and documentation.

• Support continuous improvement initiatives related to workforce management and operational efficiency.

• Ensure compliance with established WFM policies, procedures, and service-level requirements.

Required Qualifications

• Bachelor's degree or equivalent qualification is preferred.

• Experience in Real Time Management, Workforce Management, Workforce Planning, or a related contact center function.

• BPO/contact center experience is strongly preferred.

• Strong knowledge of real-time monitoring, schedule adherence, staffing, and service-level management.

• Strong analytical and problem-solving skills.

• Proficiency in Microsoft Excel and workforce reporting.

• Ability to analyze large volumes of operational data and make timely decisions.

• Strong communication and coordination skills.

• Ability to work under pressure and manage multiple priorities.

• Strong attention to detail and organizational skills.

Preferred Experience

Experience supporting financial services, banking, collections, accounts receivable, or other financial customer service operations will be an advantage. Exposure to UK-based operations or collections processes is preferred.

Core Skills

• Real Time Management

• Workforce Management

• Intraday Management

• Schedule Adherence

• Staffing Management

• Service Level Monitoring

• Attendance Monitoring

• Capacity Management

• Workforce Reporting

• Data Analysis

• Microsoft Excel

• Forecasting Support

• Scheduling Support

• Operational Monitoring

• Escalation Management

• BPO / Contact Center Operations

• Financial Services / Collections

Work Requirements

• Willingness to work onsite in Quezon City.

• Willingness to work on a shifting schedule.

• Ability to work in a fast-paced contact center environment.

• Ability to monitor multiple operational metrics and respond quickly to changing business requirements.