Intraday WFM Analyst – Real-Time, Data-Driven Decisions

Ethossupport; Cebu City; On-site; PHP 1,854,141 - 2,781,211; Full time

Benefits offered by this job

Competitive salary and benefits package

Career growth opportunities

Collaborative team environment

Impactful role in a growing company

Job summary

Ethossupport is seeking a Real Time Analyst based in Cebu or Davao to ensure service levels are maintained through effective decision-making. The role demands strong operational judgment and proficient Excel skills, while working independently in a dynamic environment.

Key responsibilities include monitoring SLA adherence and taking corrective actions swiftly. The ideal candidate will demonstrate integrity and possess the ability to analyze real-time data effectively.

Qualifications

• Working knowledge of real‑time workforce management principles.
• Strong Excel skills are essential for data analysis.
• Demonstrated integrity, fairness, and ethical judgment.

Responsibilities

• Monitor queues, SLA, volume, and adherence in real time.
• Take corrective actions to protect SLA independently.
• Document key decisions and actions for transparency.

Skills

Real-time workforce management principles

Excel fundamentals (formulas, filters, pivots, lookups)

Independent decision making

Integrity and ethical judgment

Punctuality and availability

Calm under pressure

Willingness to learn

Making decisions with incomplete data

Job description

Ethossupport is seeking a Real Time Analyst based in Cebu or Davao to ensure service levels are maintained through effective decision-making. The role demands strong operational judgment and proficient Excel skills, while working independently in a dynamic environment.

Key responsibilities include monitoring SLA adherence and taking corrective actions swiftly. The ideal candidate will demonstrate integrity and possess the ability to analyze real-time data effectively.