Workforce Management Analyst

Job Title: Real Time Analyst (Workforce Management)

Department: UK Financial Collections – Contact Center Operations

Work Setup: 100% Onsite

Location: Eton Centris, Quezon City

Schedule: Shifting schedule (UK Time Zone coverage)

Preferred: Exposure to UK and/or US Banking industry

Job Summary

The Real Time Analyst (RTA) is responsible for monitoring, managing, and optimizing real-time contact center operations to ensure service level targets are met for UK Financial Collections accounts. The role focuses on workforce management (WFM) activities such as intraday monitoring, scheduling adherence, forecasting support, and performance tracking

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Key Responsibilities

• Monitor real-time queue performance, agent adherence, and service levels ac...