Real-Time Adherence & WFM Analyst

IBM Computing; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

IBM Consulting in the Philippines seeks a Real-Time Analyst to monitor intraday call center operations, adjust staffing, and ensure service levels are met. You’ll collaborate with operations, leadership, and support teams to respond to volume changes and attendance issues.

You will track metrics with NICE and Clearview, generate daily reports, and support schedule optimization while working onsite on a night shift. Strong analytical and communication skills are required.

Qualifications

• Experience in workforce management, real-time analysis, or call center operations.
• Strong analytical and problem-solving skills.
• Proficiency in WFM tools (NICE, Clearview), reporting systems (PowerBI), and Microsoft Excel.
• Excellent communication and coordination skills.
• Ability to work in a fast-paced and shifting environment.
• Willing and able to work onsite on a night shift schedule.

Responsibilities

• Monitor live intraday call center metrics (volume, SLA, AHT, queue, staffing).
• Track real-time performance using NICE and Clearview.
• Identify risks and take action to maintain service levels.

Skills

Workforce management

Real-time analysis

Call center operations

Analytical thinking

Communication skills

Tools

NICE

Clearview

PowerBI

Microsoft Excel

Job description

IBM Consulting in the Philippines seeks a Real-Time Analyst to monitor intraday call center operations, adjust staffing, and ensure service levels are met. You’ll collaborate with operations, leadership, and support teams to respond to volume changes and attendance issues.

You will track metrics with NICE and Clearview, generate daily reports, and support schedule optimization while working onsite on a night shift. Strong analytical and communication skills are required.