Real-Time Contact Center Performance Analyst

iQor; Philippines; On-site; PHP 350,000 - 550,000; Full time

Job summary

iQor Philippines seeks a Workforce Management professional to monitor service levels, forecast accuracy and staffing efficiency within a busy contact center.

You will manage intraday forecasts, performance reporting, skill adjustments and escalation plans, coordinating with teams to maintain SLA targets and operational resilience.

The ideal candidate has 1–3 years in WFM, strong Excel skills, knowledge of Avaya or similar ACD, and the ability to multitask in a fast-paced environment.

Qualifications

• 1–3 years of experience in a similar role.

Responsibilities

• Intra-Day Performance—manage forecast to actual by 30 minutes to meet service levels.
• Provide hourly communication on all aspects of contact center performance.
• Utilize IDP's to determine variances to forecast, AHT and staffing.
• Document actions taken or issues impacting performance.
• Queue Monitoring—ensure service levels metrics are met and not negatively impacting other metrics.
• Review hold time and availability; request skill changes to protect customer satisfaction.

Skills

Forecasting

Staffing

Scheduling

Call center

Excel

Analytical

Multi-task

Confidentiality

Avaya

Education

Bachelor's Degree in Business Administration or related field

Tools

Avaya

Job description

iQor Philippines seeks a Workforce Management professional to monitor service levels, forecast accuracy and staffing efficiency within a busy contact center.

You will manage intraday forecasts, performance reporting, skill adjustments and escalation plans, coordinating with teams to maintain SLA targets and operational resilience.

The ideal candidate has 1–3 years in WFM, strong Excel skills, knowledge of Avaya or similar ACD, and the ability to multitask in a fast-paced environment.