WFM Real Time Analyst

While some positions offer flexibility, all PH-based Keywords Studios team members are required to report onsite per company directive. We do not offer a permanent WFH setup.

The Real Time Analyst is responsible for managing and ensuring that the service levels for various programs are met at an intraday level. The RTA will provide directions and advice to stakeholders and manage real time adherence to optimize coverage and service levels.

• Closely observes the queue and proactively responds with action plans for the program’s activities by continuous communication with Operations team and Workforce Analyst
• Work closely with the operations team to analyze and help improve their delivery processes
• Manage the ticket volume, daily attendance, break schedules and all other shrinkages
  Produce daily, weekly and monthly internal reports
• Updating and processing of data for real-time performance analysis.
• Monitor and reports performance figures (i.e. ticket volume, handling time, shrinkages, service level) to make critical recommendations to address account performance issues.
• Acts as the central point of communication regarding account performance by actively communicating vital information to key decision-makers.
• Escalates relevant information on account performance to Management and ensures proper document on major incidents.
• Keeps up with of new policies and procedures addressing day-to-day issues of specific accounts.

Requirements

• Must have advanced level Microsoft Excel and Google Sheets skills – Including advanced formulas
• Advance experience with PowerPoint.
• Ability to create reports in Excel and Google sheets and forecast results
• Attention to detail and high level of accuracy
• Excellent Technical Expertise and Problem-Solving Skill.
• Strong verbal, written and visual communications skills.
• Ability to multi-task, focus and complete reports for extended periods of time
• Ability to take initiative
• Must have good time management with the ability to work with minimal supervision and under tight timelines
• Capable of managing multiple, simultaneous projects
• Organized with the ability to quickly and effectively adapt to change
• Basic knowledge of workforce management processes, concepts and principles (i.e. staffing projections, scheduling, service level analysis, metrics monitoring)
• At least 1 year of working experience as a WFM Real Time Analyst is required.

Benefits

• Non-taxable Allowances
• HMO and Life Insurance
• Annual Wellness Subsidy
• Paid Time Offs including Birthday Leave and Wellness Leave