WFM Analyst

7 days ago


Muntinlupa, Philippines Cobden & Carter International Full time


Position: WFM Analyst


Key Responsibilities:

- Utilize workforce management software to create accurate forecasts and schedules for contact center operations

- Monitor and analyze real-time data to ensure optimal staffing levels and make necessary adjustments to meet business needs

- Conduct regular analysis of historical data to identify trends and develop strategies for improving efficiency and productivity

- Collaborate with various departments to understand business objectives and provide recommendations for workforce planning and optimization

- Develop and maintain reports and dashboards to track key performance indicators and provide insights to management

- Identify and troubleshoot any issues with the workforce management system and work towards finding solutions

- Stay updated on industry trends and best practices in workforce management and make recommendations for process improvements

- Train and support team members on workforce management processes and tools

- Participate in special projects and initiatives related to workforce management as needed

Qualifications:

ORDER MANAGEMENT (EMAIL/BACKOFFICE)
-At least 2-3years prior experience as a Real Time Monitoring Specialist, Intraday Specialist, Workforce Specialist (or other related roles) in a BPO/CC Industry
-With prior experience in email/backoffice accounts
-Prior experience in doing real time monitoring / workforce management for email/backoffice accounts

COLLECTIONS (VOICE)
-At least 2-3years prior experience as a Real Time Monitoring Specialist, Intraday Specialist, Workforce Specialist (or other related roles) in a BPO/CC Industry
-Prior experience in Collections accounts a plus, but not required
-Prior experience in doing real time monitoring / workforce management for Voice accounts


  • BPO WFM

    2 weeks ago


    Muntinlupa, Philippines IGT Solutions Full time

    Overview BPO WFM - Real Time Analyst ((Travel / Hospitality Account)) IGT Solutions Muntinlupa City, National Capital Region, Philippines IGT Solutions is a leading next-gen customer experience company, specializing in AI-led transformative experiences for global brands. With a focus on digital and human intelligence, IGT manages end-to-end CX journeys...


  • Muntinlupa, Philippines Majorel Full time

    Majorel Muntinlupa City, National Capital Region, Philippines Join or sign in to find your next job Join to apply for the Alabang | Analyst: WFM Reporting I role at Majorel Majorel Muntinlupa City, National Capital Region, Philippines 2 months ago Be among the first 25 applicants Join to apply for the Alabang | Analyst: WFM Reporting I role at Majorel ...

  • Real Time Analyst

    2 weeks ago


    Muntinlupa, Philippines Pinnacle Intelligence Full time

    Overview Job Title: Real Time Analyst (RTA) at Pinnacle IntelligenceLocation: Alabang (On-site), Muntinlupa City, Metro Manila, PhilippinesDepartment: Workforce Management (WFM) / OperationsReports To: WFM Manager / Operations Manager Join to apply for the Real Time Analyst role at Pinnacle Intelligence. Responsibilities Real-time Performance Monitoring &...


  • Muntinlupa, Philippines Majorel Full time

    Majorel Muntinlupa City, National Capital Region, Philippines Join or sign in to find your next job Join to apply for the Alabang | WFM Reporting Analyst II role at Majorel Majorel Muntinlupa City, National Capital Region, Philippines 1 month ago Be among the first 25 applicants Join to apply for the Alabang | WFM Reporting Analyst II role at Majorel We...


  • Muntinlupa, Philippines Majorel Full time

    Position Alabang | Analyst: WFM Reporting II Majorel Muntinlupa City, National Capital Region, Philippines Responsibilities Collects and extracts data from the systems (Client or Internal) and organizes the data structure. Creates and designs the reports templates and visuals for leadership and customers. Ensures that all the report formats and links are...


  • Muntinlupa, Philippines Majorel Full time

    ALABANG | WFM Specialist - Forecasting & Scheduling Majorel Muntinlupa City, National Capital Region, Philippines Position Summary The Workforce Planner (Scheduling and Forecasting) is key to the success of the business unit. This is a workforce management position responsible for analyzing and validating forecasted volume and building staffing/scheduling...


  • Muntinlupa, Philippines eClerx Full time

    eClerx Muntinlupa City, National Capital Region, Philippines Workforce Management Analyst - RTA eClerx Muntinlupa City, National Capital Region, Philippines 2 days ago Be among the first 25 applicants Job Title: Workforce Management – Real Time Analyst (RTA) Work Setup: Onsite Reports To: Workforce Manager / WFM Supervisor Position Summary The Real...


  • Muntinlupa City, Philippines TASQ Staffing Solutions Full time

    About the job WFM RTA (Alabang) | Onsite Responsibilities: Regularly performs volume and performance analysis and proactively communicate possible impacts to business Supports management with all necessary reports and planning models to facilitate the process of decision making Monitors actual activities and compare it to plan and make recommendations for...


  • Muntinlupa, Philippines Nezda Global Full time

    Overview Nezda is hiring for Senior Workforce Management-Real Time Analyst. Qualifications Graduate of any courses. With at least 2 years experience in workforce management, scheduling, and real-time analyst in BPO setup. Job Description Regular monitoring agent performance across multiple queues and ensure accurate performance analysis and communicate...


  • Muntinlupa, Philippines Majorel Full time

    Majorel Muntinlupa City, National Capital Region, Philippines Join or sign in to find your next job Join to apply for the Alabang | Analyst: Workforce Forecasting/Planning role at Majorel Majorel Muntinlupa City, National Capital Region, Philippines 1 month ago Be among the first 25 applicants Join to apply for the Alabang | Analyst: Workforce...