Senior Executive

4 days ago

Eastwood Metro Manila, Philippines ESOL IT SERVICES INC. Full time ₱420,000 - ₱540,000 per year

JOB TITLE: Senior Executive - WFM (Real Time Analyst / Reporting Analyst)

Location: Eastwood, Quezon City

Position Type: Full Time

Work Set up: Onsite

Schedule:Nightshift/Graveyard Shift

Headcount:9

Account Vertical: Financial Services

Salary Package: Php 35,000 - Php 45,000

About the Role:

We are looking for a detail-oriented and proactive Senior Executive – WFM to support real-time monitoring and reporting for our Customer Service operations. This role plays a key part in ensuring service level adherence, timely reporting, and smooth daily operations by tracking schedule adherence, system performance, and other critical metrics.

Key Responsibilities:

Real-Time Monitoring & Incident Management

  • Monitor live performance metrics including adherence, login/logout times, breaks, and schedule deviations.
  • Track issues that may impact Service Levels (SLs) such as system outages or absenteeism.
  • Take immediate corrective action or escalate as needed to mitigate risks to SLA performance.
  • Act as the main point of contact between WFM and Operations for real-time concerns.

Reporting & Communication

  • Prepare and send hourly/interval reports such as:

  • Attendance Reports

  • Intraday Performance Reports
  • Productivity Reports
  • Communicate service level performance updates to Operations and WFM leadership teams.
  • Support report automation using tools like MS Excel (Power Query, Power Pivot, Data Modeling) and Google Suite.

Operational Support

  • Process real-time requests for schedule changes, off-phone activities, and profile updates.
  • Track and document system issues and ensure timely resolution or escalation.
  • Analyze operational events (e.g., high absenteeism, outages) and assess impact on productivity and SLs.
  • Ensure SLA commitments are met through proactive monitoring and fast response.

Other Duties:

  • Participate in process improvement initiatives.
  • Take on additional tasks assigned by the WFM Supervisor.
Qualifications:
  • 2–3 years of experience in Workforce Management within a Customer Service / BPO environment.
  • Experience in both Real-Time Analysis and Reporting functions is required.
  • Strong proficiency in Microsoft Excel (including Power Query, Power Pivot, Data Modeling).
  • Familiarity with Google Workspace (Sheets, Docs, Slides, etc.).
  • High level of proficiency in spoken and written English.
  • Willing to work onsite in Eastwood, on night shifts with weekend rest days.

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