Intraday WFM Analyst Real-Time Operations

Symbos

Manila

On-site

PHP 502,000 - 837,000

Full time

3 days ago

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Job summary

Symbos is seeking a Real-Time Analyst to monitor live contact centre performance and translate operational data into timely decisions. You will work with Operations and Workforce Management teams to safeguard service levels across multiple workstreams.

This hands-on role requires strong Excel skills, analytical judgement, and the ability to act quickly during volume spikes. You will gain exposure to forecasting, scheduling, capacity planning, and intraday reporting within a global contact centre

Qualifications

1-3 years in Workforce Management or related exposure in contact centres.
Experience with real-time/intraday management and WFM reporting.
Strong knowledge of service level, AHT, occupancy, adherence, and shrinkage.
Experience identifying risks and supporting intraday actions.
Exposure to WFM systems or contact centre reporting platforms.

Responsibilities

Monitor real-time performance across inbound, outbound, and admin workstreams.
Track service level, ASA, AHT, occupancy, and schedule adherence.
Compare actuals to forecasts; identify variances in volume and staffing.
Execute/inform intraday actions (breaks, overtime, time off, reallocation).
Prepare intraday reports and document staffing decisions and exceptions.
Validate data inputs and investigate anomalies; support improvement initiatives.