Real-Time WFM Analyst — Data-Driven Scheduling

CallTek; General Santos; On-site; PHP 400,000 - 640,000; Full time

Job summary

CallTek in the Philippines is seeking a detail-oriented WFM Real Time Analyst to manage workforce management processes, forecast demand, and ensure the right number of agents with the right skills at the right time.

You will analyze data, monitor real-time metrics, develop reports, and collaborate with department heads to optimize scheduling and adherence to service levels in a fast-paced call center.

Qualifications

• Experience in workforce management or scheduling for a contact center.
• Strong analytical skills to interpret data and forecast demand.
• Proficiency with NICE or Verint and advanced Excel.
• Ability to prioritize in a fast-paced environment.

Responsibilities

• Analyze historical data to forecast staffing needs and create forecasts.
• Monitor real-time call metrics and adjust staffing to meet SLAs.
• Develop WFM reports, dashboards, and tools for stakeholders.
• Collaborate with team leads to align forecasts with operations.
• Identify process improvements to enhance efficiency in planning.
• Support scheduling and adherence to schedules.
• Review staffing performance and provide optimization recommendations.

Skills

Workforce management

Data analysis

Excel proficiency

Call center experience

Communication skills

Tools

NICE

Verint

Excel

Job description

CallTek in the Philippines is seeking a detail-oriented WFM Real Time Analyst to manage workforce management processes, forecast demand, and ensure the right number of agents with the right skills at the right time.

You will analyze data, monitor real-time metrics, develop reports, and collaborate with department heads to optimize scheduling and adherence to service levels in a fast-paced call center.