Intraday WFM Real-Time Analyst — Night Shift

Cognizant; Cebu City; On-site; PHP 279,000 - 391,000; Full time

Job summary

Cognizant is seeking a Workforce Management Real Time Analyst in Cebu City, Philippines to monitor real-time operations, track agent schedule adherence, and support intraday staffing optimization.

You will manage real-time queues, analyze performance, and generate daily to monthly reports, partnering with Operations and WFM teams to meet targets and drive continuous improvement in service levels.

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 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

Real-Time Management

Forecasting

Scheduling

Adherence management

Analytical skills

Communication

Organizational skills

Time management

Night shift flexibility

Education

Two years completed in college

Tools

Calabrio

Verint

EWFM

Excel

VBA

Job description

Cognizant is seeking a Workforce Management Real Time Analyst in Cebu City, Philippines to monitor real-time operations, track agent schedule adherence, and support intraday staffing optimization.

You will manage real-time queues, analyze performance, and generate daily to monthly reports, partnering with Operations and WFM teams to meet targets and drive continuous improvement in service levels.