WFM / Real Time Analyst

13 hours 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

  • WFM Analyst-Real Time

    1 day ago

    Manila, Philippines Ibex Full time

    Overview The Real Time Analyst manages and/or balances service levels for the call center across programs, internal locations, lines of business and products. The analyst manages the performance of the call center according to any contractual agreements and internal goals; the focus is to create positive experiences for customers while maintaining an...

  • WFM Real Time Analytics

    13 hours ago

    Manila, National Capital Region, Philippines Monee Full time ₱900,000 - ₱1,200,000 per year

    Job DescriptionThe WFM Real Time Analytics is responsible for delivering accurate, data-driven insights to optimize workforce performance, operational efficiency, and service levels. This role focuses on real-time monitoring, understand historical trends & reporting, and predictive analytics to support workforce management (WFM) strategies in a dynamic...

  • WFM Analyst-Real Time

    14 hours ago

    Manila, National Capital Region, Philippines ibex Full time ₱900,000 - ₱1,200,000 per year

    The Real Time Analyst manages and/or balances service levels for the call center across programs, internal locations, lines of business and products. The analyst manages the performance of the call center according to any contractual agreements and internal goals; the focus is to create positive experiences for customers while maintaining an efficient call...

  • Real Time Analyst

    4 weeks ago

    , Metro Manila, Philippines Buscojobs Full time

    Real Time Analyst Workforce (Wfm) (Eh 2228) Mandaluyong, National Capital Region Accenture Posted today Job Description Go through a faster and more convenient recruitment process today and be part of one of the biggest and most stable organizations in the world! Responsibilities Acts as 1st level of escalation of Intraday Analysts in terms of misses in...

  • Real-Time Analyst

    13 hours ago

    Manila, National Capital Region, Philippines Innodata Knowledge Services, Inc. Full time $40,000 - $80,000 per year

    Job Summary:The Real-Time Analyst (RTA) is responsible for monitoring and managing intraday performance across multiple teams or contact center operations. The RTA ensures service level agreements (SLAs), productivity metrics, and staffing efficiency targets are met by making real-time adjustments to scheduling, routing, and resource allocation. This role...

  • WFM Resource Planning Analyst

    2 weeks ago

    , Metro Manila, Philippines ResultsCX Full time

    ResultsCX National Capital Region, Philippines Overview Join to apply for the WFM Resource Planning Analyst role at ResultsCX . The WFM Resource Planning Analyst provides vision and leadership to the Results organization in workforce management areas such as: Forecasting, Scheduling, and Analysis. The WFM Resource Planning Analyst will support processes to...

  • WFM Analyst

    2 weeks ago

    Manila, National Capital Region, Philippines Eastvantage Business Solutions Inc. Full time ₱900,000 - ₱1,200,000 per year

    Eastvantage is hiring for skilled WFM Planning Analysts. As a Planning Analyst, you will be responsible for generating interval demand forecast based on call volumes and average handling time projections.This position will interact directly with the Customer Care operations, and vendors. As a Workforce Planning Analyst, you will be working autonomously in a...

  • Workforce Management Real-Time Analyst

    2 days ago

    Manila, National Capital Region, Philippines Thumbtack Full time ₱1,200,000 - ₱2,400,000 per year

    Thumbtack helps millions of people confidently care for their homes.Thumbtack is the one app you need to take care of and improve your home — from personalized guidance to AI tools and a best-in-class hiring experience. Every day in every county of the U.S., people turn to Thumbtack to complete urgent repairs, seasonal maintenance and bigger improvements....

  • Real Time Analyst For Pasig

    3 weeks ago

    , Metro Manila, Philippines Buscojobs Full time

    Responsibilities Manage Real Time exceptions in a large call center environment Provide communication to and from Operations and other support departments for escalation of service-impacting issues Oversee call flow, real time, through workforce management tool(i.e. EIX) Monitor intra-day call and work volume as compared to forecast Completes real time...

  • WFM Reporting Analyst

    4 days ago

    Ortigas, Metro Manila, Philippines iSupport Worldwide Full time ₱900,000 - ₱1,200,000 per year

    Be a part of our fast-growing team and unchain all the possibilitiesWhat is your mission?We are looking for a detail-oriented and analytical Workforce Management (WFM) Reporting Analyst to transform workforce data into actionable insights that enhance performance and efficiency. You'll work closely with project leads and operations experts to build...