Real-Time WFM Analyst – Call Center Performance Insights

RSD Human Resource Management Consultancy; Muntinlupa; On-site; PHP 391,000 - 614,000; Full time

Benefits offered by this job

Performance Bonus

Health Insurance

Life Insurance

HMO

Job Training

Job summary

RSD Human Resource Management Consultancy in Muntinlupa is seeking a WFM Real Time Analyst to monitor schedules, analyze performance, and implement real-time adjustments. The role requires hands-on use of Genesys Cloud, IEX, and strong Excel skills to optimize staffing and efficiency.

You will collaborate with team leads, generate actionable reports, and support decision-making for call center operations in a fast-paced environment.

Qualifications

• Bachelor’s degree in a relevant field is required
• 1–3 years of experience in workforce management or a related field
• Proficiency in MS Excel and experience with call center technologies
• Familiarity with WFM tools and real-time monitoring techniques
• Strong analytical and problem-solving skills, plus good communication and teamwork

Responsibilities

• Monitor real-time adherence to schedules and workflows to ensure optimal staff utilization
• Analyze and report on call center performance metrics to identify trends and inefficiencies
• Collaborate with team leaders to implement real-time adjustments based on workload fluctuations
• Utilize WFM tools and systems, including Genesys Cloud and IEX, to support operational needs
• Prepare detailed reports and present insights to management to facilitate decision-making

Skills

MS Excel

Call center tech

WFM tools

Real-time monitoring

Education

Bachelor’s degree in Business Administration or Operations Management

Tools

Genesys Cloud

IEX

Job description

RSD Human Resource Management Consultancy in Muntinlupa is seeking a WFM Real Time Analyst to monitor schedules, analyze performance, and implement real-time adjustments. The role requires hands-on use of Genesys Cloud, IEX, and strong Excel skills to optimize staffing and efficiency.

You will collaborate with team leads, generate actionable reports, and support decision-making for call center operations in a fast-paced environment.