Real-Time WFM Analyst: Drive Queue Performance

Journeyfront, Inc.

Philippines

On-site

PHP 279,000 - 469,000

Full time

5 days ago

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Benefits offered by this job

Medical insurance

Dental insurance

Group life insurance

Paid time off

Career growth opportunities

Free meals for onsite employees

Job summary

ClearSource is seeking a WFM Real-Time Analyst in the Philippines to monitor live queues and agent statuses, ensuring optimal resource alignment and real-time decision support. You will manage schedules, generate performance reports, and drive data-driven improvements across global teams.

You will lead onboarding for new hires, participate in technology implementations, and provide ongoing updates to support strategic operations.

Qualifications

Two years of college education or higher.
Proficient in Microsoft Excel with pivot tables and formulas.
Strong analytical and problem-solving skills.
Ability to thrive in a fast-paced, real-time environment and collaborate across global teams.

Responsibilities

Monitor call queues and agent statuses in real time.
Manage real-time scheduling updates and approve off-phone activities using WFM tools.
Generate, validate, and analyze performance and staffing reports; make data-driven recommendations.
Ensure timely and accurate reporting with updates throughout the day.
Support the implementation of new WFM technologies to drive improvement.
Lead weekly meetings and onboarding sessions for new hires.