Senior WFM Real-Time Analyst

About Penbrothers

Penbrothers is an HR and remote talent management partner and one of the fastest-growing companies in the Philippines. We connect talented Filipinos to global opportunities with high-growth startups and dynamic companies, enabling them to build careers from the comfort of their own homes. We provide end-to-end support in recruitment, HR, payroll, compliance, and employee engagement - creating an environment where talent can thrive and global companies can grow.

About the Client

Our client is a leading all-in-one platform that enables individuals, entrepreneurs, and businesses to create, host, and manage professional websites without technical complexity. Operating on a subscription-based model, they offer a range of tools including customizable templates, e-commerce solutions, domain registration, and integrated marketing functionalities. Serving a diverse customer base - from small businesses and creative professionals to online merchants - they help clients establish and grow their digital presence efficiently. Backed by a strong history of innovation and a commitment to design excellence, our client continues to lead in simplifying online presence management for users worldwide.

About the Role

The Senior Workforce Management Real-Time Analyst plays a critical role in enabling the Customer Operations team to deliver exceptional, around-the-clock support. The role should be an expert in real-time operational management, ensuring the right Advisors are in the right place at the right time to meet service goals. As a senior individual contributor, you will serve as the subject matter expert in real-time workforce execution—ensuring optimal staffing alignment, service level achievement, and proactive operational adjustments across global teams.

You'll oversee real-time monitoring, decision-making, and escalation processes while guiding junior analysts and collaborating closely with Operations, Scheduling, and Workforce Planning to deliver data-driven insights. This role is critical in ensuring that the right people are in the right place at the right time to meet service commitments, improve efficiency, and support our 24/7 customer experience operations.

You will report to the Real-Time Analyst Team Lead and help scale operations efficiently across global markets.

What you'll do

• Actively monitor intra-day forecasted workloads versus actual volumes and resulting service levels in real-time. You'll be responsible for reallocating available skilled resources across different communication channels.

• Monitor and report the attendance for all Advisors, recording exceptions or absences in the designated workforce management software, inputting the current day's schedule exceptions, and forwarding information to Team Leads as appropriate.

• Identify potential factors that contribute to increased workload, such as increased volume and/or average handle time (AHT), and seek input from Advisors, Team Leads, and other support teams to identify root causes and bring the workload into alignment with forecasts.

• Process service desk tickets and schedule change requests, coordinating with Network Scheduling to approve or deny requests and off-phone activities based on staffing impacts and workforce solutions (WFS) guidelines.

• Process vacation and holiday scheduling based on defined guidelines and direction from the WFS and Customer Operations (CO) teams.

• Monitor real-time schedule adherence and work with the front-line operations team to resolve adherence issues and ensure staffing meets requirements. You will notify supervisory personnel of any unusual or excessive non-productive time by members of their team.

• Generate ad-hoc reports as necessary when requested by the Customer Operations team (via Service Desk) or WFS leadership.

• Work with the team's Shift Bid administrator to process bids and assign staff to schedules.

What You Bring

• 5+ years of experience in Workforce Management, with at least 3 years in a real-time or command center role, preferably in a BPO or global support environment.

• Proven expertise in real-time monitoring, intraday management, and service level optimization across multiple time zones and channels

• Proficiency in Excel or Google Sheets; hands-on experience with WFM tools such as NICE, Verint, or similar systems.

• Strong analytical skills with the ability to interpret operational data and make actionable staffing recommendations.

• Ability to communicate business needs effectively and negotiate solutions with front-line and operations management.

• Strong verbal and written communication skills, with the ability to build effective relationships at all levels.

• Experience navigating ambiguity and devising proactive, creative solutions in a collaborative environment.

• Experience with Zendesk is highly preferred.

• Familiarity with website building and hosting platforms is a plus.

Hiring Process

We utilize AI tools to enhance our hiring efficiency and ensure a fair evaluation of all candidates. As a result, candidates who passed our initial evaluations should expect an AI Interviewer as a component of our recruitment process. This is supervised by Human Talent Acquisition Experts who will also engage with you throughout your application journey.

What You'll Get

At Penbrothers, we are obsessed with creating positive employee experiences. Here you'll find an environment that nurtures learning and provides opportunities for growth. You'll have the opportunity to make an impact on fast-growing startups and dynamic companies.

• Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience.

• Employee as our biggest asset: We are genuinely invested in our people's career and welfare..

• Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home.

• Powering global startups: We've created 1,400 Filipino jobs that empower global start-ups to focus on growth.