WFM Real-Time Analyst

Responsibilities: • Act as the first point of contact for all service-related escalations arising from issues such as call routing, technical malfunctions, and unscheduled absences. • Continuously monitor, track, document, and communicate real-time floor activities regarding compliance with process-defined AUX/ACW/BREAKS and SHIFTS. • Ensure analysts are available by phone according to business model requirements. • Real-time queue monitoring (RTQM). • Daytime reporting (hourly interval reports, productivity reports). • Client interaction. • Perform other relevant duties and assignments as requested by managers. • Proactive, efficient, and effective with minimal supervision. • Sufficient understanding and sharp analytical skills to review reports. Job Requirements: • At least one year of experience in a WFM-related role at a BPO company or call center. • Knowledge of MS Office applications (Excel/Google Sheets, MS-Word). • Excellent evaluation/analysis skills and the ability to justify changes. • Proactive and able to perform efficiently and effectively with minimal supervision. • A pleasant personality with a professional, positive, and service-oriented attitude. • Strong skills in information gathering, data collection, data analysis, and report writing. • Ability to incorporate insights into planning. • Strong coordination skills, including effective communication with stakeholders who may have conflicting interests. • Proficiency in MS Office (Word, Excel, PowerPoint). • English: CEFR B2 level (business level reading, writing, and speaking). • Japanese: Native level. • Foreign nationals must possess a Japanese work visa. • Mathematical skills. • Communication skills (oral and written). • Team player, flexible to all shifts, proactive. • Presentation and public speaking skills. • Analytical skills (Power BI is advantageous). • Knowledge of IEX and Genesis. • Ability to streamline processes and focus on key areas. • Ability to maintain team engagement. Work Environment Requirements: • A quiet work environment with guaranteed privacy. • Workstation (desk & chair). • Fiber optic internet or cable TV internet (Download speed 20Mbps+, Upload speed 15Mbps+, Latency 70ms or less).