Real-Time WFM Analyst - Call Center Ops

Ibex Limited; Davao del Sur; On-site; PHP 391,000 - 781,000; Full time

Job summary

Ibex Limited in the Philippines is seeking a Real Time Analyst to manage and balance service levels across call center programs. You will monitor real-time volumes and staffing to meet contractual and internal goals while ensuring a positive customer experience.

The role requires advanced Excel, IEX and CMS skills, strong analytical abilities, and the ability to work on multiple projects in a high-pressure environment. Flexible scheduling (graveyard/shifts) and ASAP start are advantages.

Qualifications

• Bachelor's degree or equivalent experience is required.
• At least 1 year in Real-Time Monitoring or Workforce Analysis.
• Advanced MS Excel and WF tools such as IEX and CMS.
• Strong problem solving, communication, and analytical skills.

Responsibilities

• Monitor real-time call volume and schedule conformance to optimize staffing.
• Coordinate short-term off-line event scheduling for agents.
• Provide future scheduling inputs for IEX to maintain staffing levels.
• Monitor CMS and RTA to ensure agent adherence to schedules.
• Analyze trends in call volume, AHT, and attendance to adjust plans.
• Maintain agent profiles in CMS to optimize staffing resources.
• Prepare reports and communicate performance updates to leadership.
• Participate in Help Desk calls to relay impacts on the call center.
• Support development of reports and processes for better planning.
• Schedule regular meetings to align Work Force Leaders with business needs.

Skills

Real-Time Monitoring

Workforce Analysis

Strong communication

Reporting skills

Analytical skills

Organizational skills

Time management

Multi-tasking

Decision making

Professionalism

Teamwork

Independent work

Education

Bachelor's degree (any field) or equivalent work experience

Tools

MS Excel

IEX

CMS

Job description

Ibex Limited in the Philippines is seeking a Real Time Analyst to manage and balance service levels across call center programs. You will monitor real-time volumes and staffing to meet contractual and internal goals while ensuring a positive customer experience.

The role requires advanced Excel, IEX and CMS skills, strong analytical abilities, and the ability to work on multiple projects in a high-pressure environment. Flexible scheduling (graveyard/shifts) and ASAP start are advantages.