Intraday WFM Analyst — Real-Time Optimizer

Cognizant Technology Solutions Philippines Inc.; Cebu City; On-site; PHP 335,000 - 670,000; Full time

Job summary

Cognizant Technology Solutions Philippines Inc. in Cebu is seeking a Workforce Management (WFM) Real Time Analyst to monitor intraday operations, track agent schedule adherence, and support workforce optimization. The role partners with Operations and WFM teams to ensure service levels and targets are met.

We require 2+ years in Real-Time/Workforce Management, strong Excel skills (VBA a plus), and experience with Calabrio, Verint or EWFM. Night shift availability is required.

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 Cebu.

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

WFM principles

Forecasting

Scheduling

Adherence management

Excel VBA

Analytical skills

Night shift

Education

Two years college completed

Tools

Calabrio

Verint

EWFM

Job description

Cognizant Technology Solutions Philippines Inc. in Cebu is seeking a Workforce Management (WFM) Real Time Analyst to monitor intraday operations, track agent schedule adherence, and support workforce optimization. The role partners with Operations and WFM teams to ensure service levels and targets are met.

We require 2+ years in Real-Time/Workforce Management, strong Excel skills (VBA a plus), and experience with Calabrio, Verint or EWFM. Night shift availability is required.