Real Time Analyst in PHILIPPINES

Company Overview

Virtual Staffing Solutions, a leading BPO provider in Leyte, Philippines, offers a wide range of comprehensive outsourcing solutions, from call center services to back-office support, as well as highly complex data processing for SMEs and large corporations in the US and UK. Since its founding in 2018, the team has grown to over 1,500 employees and continues to be a competitive player in the BPO industry. Virtual Staffing Solutions is known for its flexibility, quality, and industry excellence, consistently helping clients achieve success in their business.

Position Overview

We are looking for a Workforce Management (WFM) Specialist to join our growing team.

Key Responsibilities:

• Manage the real-time activity of employees, including agent productivity, Average Handling Time (AHT), service level, Average Speed of Answer (ASA), and queue management.
• Analyze, design, develop, and implement processes and templates using MS Excel to provide WFM support to clients.
• Schedule agents on a weekly and monthly basis to meet client demands and requirements.
• Process Ad Hoc requests from clients or different internal departments.

Primary Requirements:

• Excellent oral and written communication skills.
• Strong knowledge and understanding of Workforce Management.
• Minimum of 1 year of workforce management experience, including scheduling, reporting, incident/outage management, and real-time/intraday management.
• Proficient in MS Excel.
• Strong commitment to meeting or exceeding service level agreements (SLAs).
• Ability to collaborate with global, cross-cultural teams, clients, and vendors.
• Willingness to handle tasks of all sizes, including the smallest details.

About the Company:

The leading BPO solutions provider in Leyte, Philippines, Virtual Staffing Solutions, offers a wide-ranging and comprehensive outsourcing solutions from call center services to back-office support, to highly complex data processing for SMEs and large corporations in the US and UK. Since its founding in 2018, the team has grown into a strong and competitive player in the BPO scene with over 2000+ employees and counting. Virtual Staffing has built its reputation of flexibility, quality, and industry excellence and has since brought its clients continual success in their business.

Perks and Benefits when you join VSS:

• HMO Day 1

• Relocation Allowance

• Paid Vacation Leaves

• Leaves Convertible to Cash

• Life and Accident Insurance