Real-Time WFM Analyst – Data-Driven Scheduling

Everise, Inc.; Philippines; On-site; PHP 391,000 - 614,000; Full time

Job summary

Everise, Inc. in the Philippines is seeking a Workforce Management Analyst to serve as the first contact for escalations and to monitor real-time floor activities. You will generate intraday reporting and collaborate with clients and WFM leadership to ensure schedules meet demand.

The ideal candidate has 15+ months in WFM RTA, strong Excel skills, and experience with Verint or similar tools. A 24x7 work capability and strong analytical abilities are required.

Qualifications

• Minimum 15 months experience in WFM RTA domain.
• Willingness to work in a 24x7 environment.
• Strong analytical and communication skills.

Responsibilities

• First point of contact for service-related escalations (e.g., call routing, outages, forecast deviations).
• Monitor real-time floor activities and ensure adherence to plan and defined processes.
• Send Intraday reporting (Hourly Interval Reports, Productivity Reports) and manage client/stakeholder requirements.
• Provide performance analysis and inputs to WFM leadership to inform decisions.
• Compare forecasts vs. actual results to identify variances and scheduling gaps.

Skills

Strong analytical and communication

Tools

Verint

MS Excel

Job description

Everise, Inc. in the Philippines is seeking a Workforce Management Analyst to serve as the first contact for escalations and to monitor real-time floor activities. You will generate intraday reporting and collaborate with clients and WFM leadership to ensure schedules meet demand.

The ideal candidate has 15+ months in WFM RTA, strong Excel skills, and experience with Verint or similar tools. A 24x7 work capability and strong analytical abilities are required.