WFM / Real Time Analyst

1 week ago

Bonifacio Global Metro Manila, Philippines Private Advertiser Full time

About the role

Are you an experienced Workforce Management (WFM) or Real Time Analyst looking for an exciting opportunity to join a dynamic and innovative team? This full-time role will play a crucial part in optimising workforce efficiency and enhancing the overall customer experience.

What you'll be doing

  1. Developing and maintaining workforce forecasts and schedules to ensure appropriate staffing levels and efficient operations
  2. Analysing real-time data and responding to fluctuations in call volumes to make timely adjustments to staffing
  3. Identifying and implementing process improvements to enhance productivity and customer satisfaction
  4. Collaborating with the operations team to provide data-driven insights and recommendations
  5. Leveraging advanced workforce management tools to generate reports and drive data-driven decision making
  6. Providing training and support to the customer service team on workforce management best practices

What we're looking for

  1. Minimum 2-5 years of experience in a WFM or Real Time Analyst role within a call centre or customer service environment
  2. Strong analytical and problem-solving skills with the ability to interpret data and provide actionable recommendations
  3. Excellent communication and interpersonal skills to effectively collaborate with cross-functional teams
  4. Proficiency in using workforce management software and data analysis tools
  5. Familiarity with call centre operations, scheduling, and staffing best practices
  6. Bachelor's degree in Business, Statistics, or a related field

Apply now to join our team as a WFM / Real Time Analyst and be a part of our exciting journey

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