Intraday WFM Analyst: Real-Time Ops & Adherence

Cognizant; Quezon City; On-site; PHP 357,000 - 580,000; Full time

Job summary

Cognizant is hiring a Workforce Management (WFM) Real Time Analyst in Quezon City to monitor intraday operations, track agent schedule adherence, and support workforce optimization. You will manage staffing, queue performance, and adherence reporting while collaborating with WFM teams to meet business targets.

The role requires 2+ years in Real-Time/Workforce Management, strong WFM knowledge, and advanced Excel skills.

Qualifications

• At least 2 years completed in college.
• Minimum 2 years of experience in Real-Time Management or Workforce Management.
• Strong understanding of WFM principles, forecasting, scheduling, and adherence management.
• Experience with WFM tools such as Calabrio, Verint, EWFM, or similar platforms.
• Advanced MS Excel skills; VBA knowledge is an advantage.
• Excellent analytical, communication, organizational, and time management skills.
• Willing to work on nightshift in Quezon City.

Responsibilities

• Monitor real-time agent adherence using WFM and ACD tools.
• Manage real-time queues, staffing levels, and workforce exceptions.
• Analyze intraday performance and provide staffing recommendations for overstaffing and understaffing situations.
• Prepare and distribute daily, weekly, and monthly performance reports.
• Conduct root cause analysis (RCA) for service level misses and recommend corrective actions.
• Coordinate with Operations to improve schedule adherence and workforce efficiency.
• Activate contingency plans during service level challenges, outages, or operational disruptions.
• Support process improvements, dashboard enhancements, and reporting automation initiatives.
• Maintain workforce management documentation, training materials, and best practices.

Skills

Real-Time Management

Workforce Management

Forecasting

Scheduling

Adherence management

Excel VBA

Analytical

Communication

Education

Two years of college completed

Tools

Calabrio

Verint

EWFM

Job description

Cognizant is hiring a Workforce Management (WFM) Real Time Analyst in Quezon City to monitor intraday operations, track agent schedule adherence, and support workforce optimization. You will manage staffing, queue performance, and adherence reporting while collaborating with WFM teams to meet business targets.

The role requires 2+ years in Real-Time/Workforce Management, strong WFM knowledge, and advanced Excel skills.