DVSM_Work Force Management_WFM Specialist 1

VXI Global Solutions; Davao City; On-site; PHP 446,000 - 625,000; Full time

Job summary

VXI Global Solutions in Davao City is seeking a Real-Time Analyst to monitor, analyze, and optimize intraday performance across queues, ensuring service levels are met and customer experience remains outstanding.

You will collaborate with Operations, Workforce Planning and Reporting teams to provide real-time visibility, adjust staffing, and drive continuous improvement of WFM dashboards and processes.

Qualifications

• Bachelor’s degree or equivalent work experience.
• 1–3 years in Workforce Management or Real-Time Analysis.
• Proficiency with WFM tools (NICE IEX, Verint, Genesys WFM).
• Strong analytical and problem-solving skills with attention to detail.
• Excellent verbal and written communication skills.
• Ability to work in a fast-paced, dynamic environment with shifting priorities.

Responsibilities

• Monitor intraday performance across multiple queues while ensuring adherence to schedules and service levels.
• Identify anomalies in volume, handle time, or staffing that could impact KPIs.
• Implement real-time adjustments such as skill changes and break reallocations.
• Provide timely, data-driven status updates to Operations Leaders.

Skills

WFM tools

Analytical thinking

Communication skills

Detail oriented

Education

Bachelor’s degree or equivalent

Tools

NICE IEX

Verint

Genesys WFM

Job description

Job Description:

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

Position Overview

The Real-Time Analyst will be responsible for monitoring, analyzing, and optimizing intraday performance metrics to ensure service level objectives are achieved. This role requires a balance of analytical insight, quick decision-making, and proactive communication to drive efficient resource utilization and exceptional customer experience.

You will work closely with Operations, Workforce Planning, and Reporting teams to deliver real-time visibility into performance and recommend actionable adjustments that keep our teams running smoothly.

Key Responsibilities

• Monitor and manage intraday performance across multiple queues, ensuring adherence to schedules and service levels.
• Identify and elevate anomalies in volume, handle time, or staffing that could impact KPIs.
• Execute real-time adjustments, such as skill changes, break reallocations, and overtime/undertime management.
• Communicate status updates and recommendations to Operations Leaders in a timely, data-driven manner.
• Collaborate with Workforce Planners to refine forecasting and scheduling accuracy based on intraday trends.
• Track and report key performance indicators (KPIs) including Service Level, AHT, Occupancy, Shrinkage, and Adherence.
• Support new initiatives by providing insights on volume trends, staffing efficiency, and performance optimization.
• Contribute to continuous improvement projects to enhance WFM tools, dashboards, and processes.

Qualifications

Required:

• Bachelor’s degree or equivalent work experience.
• 1–3 years of experience in Workforce Management, Real-Time Analysis, or Contact Center Operations.
• Proficiency in WFM tools (e.g., NICE IEX, Verint, Genesys WFM, or similar).
• Strong analytical and problem-solving skills with high attention to detail.
• Excellent verbal and written communication skills.
• Ability to work in a fast-paced, dynamic environment with shifting priorities.

Preferred:

• Experience with data visualization tools (e.g., Power BI, Tableau, or Excel dashboards).
• Knowledge of contact center metrics and operations best practices.
• Flexibility to support 24/7 operations if needed (rotational shifts).

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!