Job Description
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...
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