Night-Shift WFM Analyst: Real-Time Scheduling Pro

MicroSourcing International; Cagayan de Oro; On-site; PHP 223,000 - 402,000; Full time

Benefits offered by this job

Healthcare from day one

Performance bonuses

Paid time off with cash conversion

Inclusive culture

Job summary

MicroSourcing is seeking a WFM Analyst to join our onsite team in Cagayan De Oro during night shifts. You will monitor queues, manage real-time SLA, and adjust schedules to optimize service levels across channels.

Join a diverse, inclusive culture with competitive rewards, health coverage from day one, and opportunities for growth. The role requires 1–2+ years in WFM and experience with NICE/Verint/Aspect, Excel, and BI tools.

Qualifications

• 1–2+ years WFM experience in contact centers or BPO.
• Hands-on experience with WFM/ACD tools such as NICE, Verint or Aspect.
• Proficient in Excel with lookups and pivot tables.
• Strong verbal and written communication skills.
• Ability to quickly adjust staffing during volume spikes.

Responsibilities

• Real-Time Queue & SLA Management: Monitor queues across channels and adjust agent skills to protect service levels and reduce wait times.
• Schedule Adherence Tracking: Monitor agent states in real time, flag non-adherence, and fix schedule leaks.
• Incident & Outage Management: Be first point of contact during downtimes, coordinate fixes and alerts.
• Intraday Balancing & Exceptions: Update schedules for offline activities, adjust breaks based on volume.
• Trend Analysis & Feedback: Spot variances against forecasts and share root causes with planners.
• Performance Reporting: Deliver daily and intraday SLA, abandonment, occupancy, and shrinkage reports.

Skills

WFM experience

Excel proficiency

Problem solving

Clear communication

Multichannel queues awareness

BI dashboards knowledge

WFM knowledge

Tools

NICE

Verint

Aspect

Avaya

Genesys

Power BI

Tableau

Looker Studio

SQL

VBA macros

Job description

MicroSourcing is seeking a WFM Analyst to join our onsite team in Cagayan De Oro during night shifts. You will monitor queues, manage real-time SLA, and adjust schedules to optimize service levels across channels.

Join a diverse, inclusive culture with competitive rewards, health coverage from day one, and opportunities for growth. The role requires 1–2+ years in WFM and experience with NICE/Verint/Aspect, Excel, and BI tools.