Real-Time Analyst - Onsite, 24/7 WFM Expert

MicroSourcing; Parañaque; On-site; PHP 420,000 - 780,000; Full time

Benefits offered by this job

Healthcare on day one

Dependent coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Career growth opportunities

Flexible work arrangements

Job summary

MicroSourcing is hiring a Real-Time Analyst to monitor and optimize real-time performance across inbound, outbound, and administrative workstreams at Harton Corporate Center in Parañaque City. This onsite role involves shifting schedules and close collaboration with Operations and WFM leadership.

Ideal candidates will have hands-on experience in real-time workforce management, proficiency with major WFM platforms, and strong Excel-based reporting skills.

Qualifications

• Proven experience in real-time workforce management within a multi-skilled contact center environment.
• Hands-on experience supporting Inbound Voice, Outbound, and Administrative workstreams.
• Proficiency in major Workforce Management platforms and reporting tools.

Responsibilities

• Monitor real-time performance metrics across multiple workstreams and channels.
• Analyze intraday variances to identify volume spikes and staffing gaps.
• Execute tactical staffing adjustments including breaks, reallocations, overtime, and VTO.
• Communicate operational updates and recovery plans to leadership.
• Produce intraday reporting on interval performance and staffing actions.

Skills

Real-time workforce management

Analytical skills

Stakeholder management

Communication skills

Education

Bachelor's degree in business/IT/mathematics or relevant field

Tools

NICE CXone WFM

NICE IEX

Verint

Calabrio

Genesys WFM

Microsoft Excel

Job description

MicroSourcing is hiring a Real-Time Analyst to monitor and optimize real-time performance across inbound, outbound, and administrative workstreams at Harton Corporate Center in Parañaque City. This onsite role involves shifting schedules and close collaboration with Operations and WFM leadership.

Ideal candidates will have hands-on experience in real-time workforce management, proficiency with major WFM platforms, and strong Excel-based reporting skills.