WFM Real Time Analyst Lead

Vista Taguig, National Capital Region, Philippines Join to apply for the WFM Real Time Analyst Lead - Manila, Hybrid role at Vista Our Team The Workforce Management (WFM) team at VistaPrint is responsible for real-time management of the center’s service level performance for all contact channels. This includes ensuring that agents remain in adherence to their schedules and shrinkage activities continue to occur as planned or as best as performance allows. The WFM Real Time Analyst Lead is responsible for handling within Domain Service Level Targets and deploy mitigation strategies when Service Levels are below target. Additionally, this role implements contingency plans for outages or other emergencies and collaborates cross-functionally to ensure speedy recoveries. What You Will Do Apply and suggest guidelines across all WFM functional areas. Coordinate day-to-day operations for efficient resource utilization. Provide constant reviews and feedback on potential risks and opportunities. Ensure SOPs are current and continuously improved. Communicate plans to Operations and implement mitigation plans if necessary. Manage initiatives aligned with the Workforce Management Road Map and ensure quality and accuracy of reports from the RTA team. Monitor and respond to service and adherence issues using specialized business tools, forecasts, and real-time statistics. Act as a mentor and coach, educating team members in real-time management. Rapidly implement actions to mitigate business-critical impacts, including IT outages, and prepare preventive strategies. Your Qualification In-depth knowledge of Real Time management within a contact center environment. Ability to align strategy with ongoing reality and demands. Detailed understanding of Call Routing and Workforce Management solutions. Understanding of impact of change on operations such as new product releases or call routing strategy changes. Thorough understanding of Long Term Resource Planning, Budgeting and Scheduling Processes. High proficiency in influencing, presenting alternatives, resolving conflict, and managing high-risk situations. Well-developed leadership skills to counsel, direct, motivate, and recognize staff. Nice to Have Degree in Statistics, Business, or Mathematics providing a strong quantitative foundation. Technical skills: advanced Excel (Power Query, VBA) and data manipulation proficiency. Soft skills: storytelling in root cause analysis and focus on team coaching and training. Why You'll Love Working Here VistaPrint is an award-winning Remote-First company, an inclusive community, and a growing organization. Vista Behaviors exemplify our behavioral attributes contributing to a culturally strong and high-performing team. About Us VistaPrint is a design and marketing partner to millions of small businesses globally. For over 20 years, we deliver solutions to evolving needs, supporting brand presence in physical and digital spaces. Commitment to Diversity, Equity, & Inclusion VistaPrint values a diverse global organization and strives to create an inclusive culture of fairness, respect, and belonging. Equal Opportunity Employer VistaPrint, a CImpress company, is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration for employment without regard to protected characteristics. This list is not exhaustive, and we strive to do more than the law requires. Seniority level Mid-Senior level Employment type Full-time Job function Project Management and Information Technology Industries Technology, Information and Internet, Advertising Services, and Industrial Machinery Manufacturing Referrals increase your chances of interviewing at Vista by 2x #J-18808-Ljbffr