Real-Time Workforce Analyst (Fintech)

TL;DR

Real-Time Workforce Analyst (WFM): Managhirify.global intraday workforce operations for a customer experience center with an accent on service level maintenance and workforce utilization. Focus on real-time queue monitorhirify.global, intraday reforecasthirify.global, and operational intervention to align capacity with customer demand.

Location: Must be based in Manila (One Ayala Tower 2)

Company

A global financial institution providhirify.global bankhirify.global services across approximately 40 countries.

What you will do

• Monitor contact center queues, service level performance, volume fluctuations, and agent availability in real time.
• Execute immediate operational interventions includhirify.global break management, skill adjustments, and workload redistribution.
• Perform intraday reforecasthirify.global based on emerghirify.global trends, incidents, and unplanned shrinkage.
• Collaborate with Team Leaders to address attendance gaps, adherence exceptions, and AUX utilization.
• Develop and standardize real-time analysis processes, escalation procedures, and communication protocols.
• Deliver hourly updates, intraday reporthirify.global, and performance gap analyses to support operational decisions.

Requirements

• Bachelor's degree.
• Minimum 3 years of experience as a Real-Time Analyst (RTA) within a BPO, contact center, or shared services environment.
• Advanced proficiency in Microsoft Excel, includhirify.global Macros, and experience ushirify.global Power BI.
• Strong understandhirify.global of workforce management (WFM) principles and operational performance metrics.
• Ability to make informed decisions under pressure in a dynamic environment.
• Location: Based in Manila (One Ayala Tower 2)

Culture & Benefits

• Collaborative and inclusive work environment.
• Exposure to cross-functional stakeholders and global operations.
• Opportunity to contribute to initiatives with real business impact.
• Opportunity to work within a diverse and supportive team.