Intraday WFM Analyst - Real-Time Performance (Hybrid)

FPS Innovation Labs Private Limited; Philippines; Hybrid; PHP 335,000 - 558,000; Full time

Job summary

FPS Innovation Labs Private Limited is seeking a highly analytical Real-Time Analyst to join our Workforce Management team in Manila. You will monitor intraday performance, adjust schedules, and track KPIs to ensure optimal contact center operations and service levels.

Join us to support real-time decision making, collaborate with Team Leads, and contribute to daily, weekly, and monthly reporting and process improvements in a dynamic hybrid work environment.

Qualifications

• Bachelor's degree in Business, Operations, or a related field.
• At least 1–2 years of experience as Real-Time Analyst, Workforce Management, or call center operations.
• Proficiency with workforce management tools (Verint, NICE, Genesys, Aspect, Five9, or similar).
• Strong analytical and problem-solving skills with attention to detail.
• Excellent communication and collaboration skills.
• Ability to work under pressure in a fast-paced environment.
• Flexible to work different shifts, including weekends or holidays if needed.

Responsibilities

• Monitor real-time queue performance, call volume, and agent availability across channels (voice, chat, email).
• Make intraday schedule adjustments (breaks, lunches, overtime, early release) to optimize staffing coverage.
• Track and report intraday KPIs such as Service Level, AHT, Adherence, Occupancy, Shrinkage.
• Coordinate with Team Leads and Operations for staffing and performance gaps.
• Provide real-time communication and updates to stakeholders on performance and incidents.
• Identify trends in call volume or agent behavior and escalate when necessary.
• Support WFM in daily, weekly, and monthly reporting.
• Maintain accurate documentation of real-time actions and outcomes.
• Collaborate with Scheduling and Forecasting Analysts to improve WFM planning.

Skills

Analytical skills

Problem solving

Attention to detail

Communication skills

Collaboration

Pressure tolerance

Education

Bachelor's degree in Business, Operations, or related field

Tools

Verint

NICE

Genesys

Aspect

Five9

Job description

FPS Innovation Labs Private Limited is seeking a highly analytical Real-Time Analyst to join our Workforce Management team in Manila. You will monitor intraday performance, adjust schedules, and track KPIs to ensure optimal contact center operations and service levels.

Join us to support real-time decision making, collaborate with Team Leads, and contribute to daily, weekly, and monthly reporting and process improvements in a dynamic hybrid work environment.