Real-Time WFM Analyst — Call Center Optimization

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

Job summary

Wipro Limited is seeking an MIS Reports Analyst to deliver timely, accurate MIS reports and dashboards for internal and external stakeholders in line with security and compliance standards. You will monitor real-time performance, forecast staffing needs, and provide multi-site workforce insights.

The role requires 1–3 years of WFM experience, strong MS Excel skills, and excellent communication abilities to collaborate across teams and regional units.

Qualifications

• Good analytical skills.
• Excellent MS Excel and number crunching.
• Experience with Workforce Management software (scheduling, performance tracking, reporting).
• Good interpersonal skills.
• Excellent oral and written communication and listening skills.
• Exposure to UK Banking / other vertical Collections.
• 1 to 2 years of experience in workforce management for call center.

Responsibilities

• Provide real-time monitoring via available tools and workforce management techniques to maximize resource efficiency and achieve service level goals.
• Conduct real-time re-forecasting to adjust staffing plans in coordination with Operations for multi-site operations.
• Produce call volume forecasts on a daily, weekly, monthly and annual basis for multi-site operations.
• Generate and evaluate staffing schedules.

Skills

Analytical skills

Interpersonal skills

Communication skills

Oral and written communication

UK Banking exposure

WFH experience (call center)

Tools

MS Excel

Workforce Management software

Job description

Wipro Limited is seeking an MIS Reports Analyst to deliver timely, accurate MIS reports and dashboards for internal and external stakeholders in line with security and compliance standards. You will monitor real-time performance, forecast staffing needs, and provide multi-site workforce insights.

The role requires 1–3 years of WFM experience, strong MS Excel skills, and excellent communication abilities to collaborate across teams and regional units.