Real-Time IT Operations & Scheduling Analyst

TELUS Digital

Pasig

On-site

PHP 360,000 - 600,000

Full time

14 days+

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Job summary

TELUS Digital is seeking a Workforce Management Analyst to optimize IT Service Desk performance across voice, chat, and ticket channels. The role emphasizes real-time monitoring, staffing adjustments, and high-quality forecasting to meet SLAs and customer experience goals.

You will work closely with Service Desk leadership, Workforce Planning, and Service Delivery teams to deliver operational insights, maintain schedules, and produce dashboards that inform proactive decisions and continuous

Qualifications

1–3 years of experience in Workforce Management or similar.
Experience in real-time operations, workforce scheduling, and performance reporting.
Familiarity with Workforce Management solutions such as Genesys OnPrem/Genesys Cloud, NICE IEX or similar platforms.
Familiarity with ITSM environments and ticket management tools such as BMC Remedy, ServiceNow or equivalent.
Strong understanding of workforce planning concepts, scheduling methodologies, and operational reporting.
Proficiency in Google Sheets or Microsoft Excel; experience with Power BI or similar visualization tools.
Excellent analytical, problem-solving, and decision-making skills.
Strong communication and stakeholder management skills with the ability to influence operational decisions using data.
Ability to thrive in a fast-paced, dynamic operational environment.
Good English communication skills (CEFR B1–B2 or equivalent).

Responsibilities

Monitor live operational performance across IT Service Desk LOBs and channels.
Track workforce and service performance against KPIs and SLAs; identify risks.
Reallocate analysts across channels to maintain service levels.
Monitor schedule adherence, occupancy, availability, shrinkage, and queue health.
Support major incidents by coordinating staffing adjustments and communication.
Build and maintain workforce schedules for 24x7 IT Service Desk operations.
Process schedule updates including leaves, training, overtime, and shift changes.
Collaborate to optimize staffing based on forecasts and priorities.
Ensure schedules cover planned activities and unplanned events.
Produce daily, weekly, monthly, and ad hoc reports.
Analyze metrics and trends to identify improvement opportunities.
Compare forecasted workload with actual demand and adjust forecasts.
Maintain dashboards and ensure timely reporting for reviews.
Validate data integrity across scheduling and reporting systems.
Partner with service desk teams to support planning and optimization.
Support service reviews with insights and staffing recommendations.
Contribute to readiness activities for new services and onboarding.