Intraday WFM Analyst: Real-Time & Scheduling

Cognizant Technology Solutions Philippines Inc.; Quezon City; On-site; PHP 420,000 - 540,000; Full time

Job summary

Cognizant Technology Solutions Philippines Inc. invites applications for a Workforce Management Real Time Analyst based in Quezon City. The role focuses on intraday staffing, real-time adherence, and queue performance, partnering with Operations and WFM teams to hit targets.

You will monitor agent adherence, manage queues, analyze performance, and prepare daily to monthly reports while driving process improvements and reporting automation. Night shifts required.

Qualifications

• Completed at least 2 years of college.
• Minimum 2 years of Real-Time Management or WFM experience.
• Strong understanding of WFM principles, forecasting, scheduling and adherence management.
• Experience with Calabrio, Verint, EWFM or similar platforms.
• Advanced Excel skills; VBA knowledge is an advantage.

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.
• Prepare and distribute daily, weekly, and monthly performance reports.
• Conduct RCA for service level misses and recommend corrective actions.
• Coordinate with Operations to improve schedule adherence and efficiency.
• Activate contingency plans during service level challenges or outages.
• Support process improvements, dashboards, and reporting automation.
• Maintain WFM documentation and training materials.

Skills

Real-Time Mgmt

WFM Principles

Forecasting

Scheduling

Adherence Mgmt

Calabrio

Verint

EWFM

Excel VBA

Analytical Skills

Education

Two years college

Tools

Calabrio

Verint

EWFM

Job description

Cognizant Technology Solutions Philippines Inc. invites applications for a Workforce Management Real Time Analyst based in Quezon City. The role focuses on intraday staffing, real-time adherence, and queue performance, partnering with Operations and WFM teams to hit targets.

You will monitor agent adherence, manage queues, analyze performance, and prepare daily to monthly reports while driving process improvements and reporting automation. Night shifts required.