Real-Time WFM Analyst - Call Center Optimizer

Ibex Limited; Tagbilaran; On-site; PHP 446,000 - 670,000; Full time

Job summary

Ibex Limited in Tagbilaran, Philippines, seeks a Real Time Analyst to monitor and balance call center service levels across programs. The analyst focuses on maintaining contractual goals while delivering positive customer experiences and efficient operations.

The role involves real-time monitoring of call volume, AHT and attendance, coordinating scheduling, reporting, and communications with Workforce Leaders.

Qualifications

• Bachelor’s Degree (any field) or equivalent work experience.
• At least 1 year experience specializing in Real-Time Monitoring or Workforce Analysis.
• Advanced knowledge in MS Excel and relevant WF tools such as IEX and CMS.
• Strong communication skills.
• Excellent analytical skills.
• Must possess effective organizational skills and time management skills.
• Ability to work on several projects simultaneously.
• Ability to start ASAP is an advantage.

Responsibilities

• Monitors real-time call volume and schedule conformance to efficiently utilize staffing resources.
• Coordinates and manages same day and/or short term off-line event scheduling for call center agents.
• Provides the WFM Scheduling team future exceptions for scheduling in IEX to maintain staffing levels.
• Monitors CMS and RTA to assist management with agent adherence to schedules.
• Analyzes trends in call volume, AHT, and attendance to anticipate over/under staffing.
• Manages agent profiles within CMS to optimize staffing usage.
• Monitors reports to manage performance across call center units.
• Communicates call center performance updates to the business.
• Schedules daily/weekly/monthly meetings with Work Force Leaders.
• Provides status updates on projects and completes ad hoc reports.

Skills

Analytical skills

Strong communication

Time management

Teamwork

Problem solving

Organizational skills

Education

Bachelor’s Degree or equivalent

Tools

MS Excel

IEX

CMS

Job description

Ibex Limited in Tagbilaran, Philippines, seeks a Real Time Analyst to monitor and balance call center service levels across programs. The analyst focuses on maintaining contractual goals while delivering positive customer experiences and efficient operations.

The role involves real-time monitoring of call volume, AHT and attendance, coordinating scheduling, reporting, and communications with Workforce Leaders.