Real-Time WFM Analyst: Call Center Performance

IBEX Global Solutions (Philippines) Inc.; Naga; On-site; PHP 335,000 - 603,000; Full time

Job summary

IBEX Global Solutions (Philippines) Inc. is seeking a Real Time Analyst to balance service levels across call centers and programs. The role focuses on maintaining contract-driven performance while delivering positive customer experiences.

You will monitor real-time metrics, schedule conformance, coordinate short-term events, and generate reports to support staffing decisions. A strong Excel skill set and experience with IEX and CMS are essential.

Qualifications

• Bachelor’s Degree 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, analytical and organizational skills.
• Ability to manage multiple projects and meet deadlines.
• Willingness to work graveyard/shifting schedule.

Responsibilities

• Monitors real-time call volume and schedule conformance to efficiently utilize staffing resources and to meet contractual obligations.
• Coordinates and manages same-day and/or short term off-line event scheduling for call center agents while maintaining performance.
• 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 such as call volume, AHT, and attendance to plan for potential over/under staffing.
• Manages agent profiles within CMS to optimize staffing resources.
• Monitors reports to manage performance of each location/product to acceptable results.
• Communicates performance updates and participates in help desk calls as needed.
• Schedules daily/weekly/monthly meetings with Work Force Leaders to align business needs.
• Completes reports and ad hoc analyses to support decision-making.

Skills

MS Excel

Strong communication skills

Analytical skills

Time management

Teamwork

Ability to work flexible schedule

Education

Bachelor's Degree or equivalent work experience

Tools

IEX

CMS

Job description

IBEX Global Solutions (Philippines) Inc. is seeking a Real Time Analyst to balance service levels across call centers and programs. The role focuses on maintaining contract-driven performance while delivering positive customer experiences.

You will monitor real-time metrics, schedule conformance, coordinate short-term events, and generate reports to support staffing decisions. A strong Excel skill set and experience with IEX and CMS are essential.