Intraday Real-Time Analyst | WFM & Scheduling

Full Potential BPO Inc.; Manila; On-site; PHP 335,000 - 670,000; Full time

Job summary

Full Potential Solutions is seeking a highly analytical Real-Time Analyst to join our Workforce Management team in Manila. You will monitor real-time queues, adjust schedules, and report key KPIs to drive efficiency and superior customer experience.

Ideal candidates have 1–2 years in RTA or WFM, proficiency with Verint/NICE/Genesys, and strong analytical and communication skills to thrive in a fast-paced contact center environment.

Qualifications

• Bachelor’s degree in Business, Operations, or related field.
• 1–2 years in real-time analyst, WFM, or call center ops.
• Proficiency with WFM tools such as Verint, NICE, Genesys, Aspect, Five9.
• Strong analytical and problem-solving skills with attention to detail.
• Excellent communication and collaboration abilities.
• Ability to work under pressure in a fast-paced environment.
• Flexibility to work different shifts, including weekends/holidays.

Responsibilities

• Monitor real-time queue performance and call volume across channels.
• Make intraday schedule adjustments to optimize staffing.
• Track KPIs: Service Level, AHT, Adherence, Occupancy, Shrinkage.
• Coordinate with Team Leads to align staffing and performance gaps.
• Provide real-time updates to stakeholders on incidents.
• Identify trends in call volume and escalation when needed.
• Support WFM in daily/weekly/monthly reporting.
• Document real-time actions and outcomes timely.
• Collaborate with Scheduling/Forecasting for better planning.

Skills

Analytical skills

Communication

Attention to detail

Under pressure

Flexibility

Education

Bachelor’s degree in Business/Operations

Tools

Verint

NICE

Genesys

Aspect

Five9

Job description

Full Potential Solutions is seeking a highly analytical Real-Time Analyst to join our Workforce Management team in Manila. You will monitor real-time queues, adjust schedules, and report key KPIs to drive efficiency and superior customer experience.

Ideal candidates have 1–2 years in RTA or WFM, proficiency with Verint/NICE/Genesys, and strong analytical and communication skills to thrive in a fast-paced contact center environment.