Real-Time WFM Analyst | Call Center Scheduling

ibex; Tagbilaran; On-site; PHP 300,000 - 600,000; Full time

Job summary

ibex is seeking a Real Time Analyst to monitor and balance call center service levels across programs and products. You will analyze real-time performance, monitor call volume, schedule conformance, and advise on staffing to meet contractual goals.

Responsibilities include generating reports, communicating updates to Work Force Leaders, maintaining agent profiles in CMS, and collaborating with teams to prevent over- or under-staffing while supporting efficient operations.

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 WF tools such as IEX and CMS.
• Knowledge in problem solving processes.
• Excellent analytical skills.
• Must possess effective organizational skills and time management skills.
• Ability to work on several projects simultaneously.
• Ability to come up with sound and accurate decisions in any given circumstance.

Responsibilities

• Monitors real-time call volume and schedule conformance to efficiently utilize staffing resources.
• Coordinates and manages same day/off-line event scheduling for call center agents.
• Provides the WFM Scheduling team future exceptions for scheduling in IEX.
• Monitors CMS and RTA to assist management with agent adherence to schedules.
• Analyzes trends such as call volume, AHT, and attendance to anticipate staffing needs.
• Manages agent profiles within CMS to optimize staffing resources.
• Prepares reports and communicates performance updates to leadership.
• Participates in Help Desk calls to relay operational impacts.
• Develops reports/processes to improve planning of performance results.
• Delivers timely status updates on projects and initiatives.

Skills

Advanced Excel

Analytical skills

Time management

Organizational skills

Multi-project handling

Education

Bachelor's Degree or equivalent experience

Tools

IEX

CMS

Job description

ibex is seeking a Real Time Analyst to monitor and balance call center service levels across programs and products. You will analyze real-time performance, monitor call volume, schedule conformance, and advise on staffing to meet contractual goals.

Responsibilities include generating reports, communicating updates to Work Force Leaders, maintaining agent profiles in CMS, and collaborating with teams to prevent over- or under-staffing while supporting efficient operations.