Real-Time WFM Analyst — Flexible Schedule

ibex; Pasig; On-site; PHP 279,000 - 446,000; Full time

Job summary

ibex in the Philippines is seeking a Real Time Analyst to manage and balance service levels across programs and locations. You will monitor call volumes, schedule conformance, and support staffing decisions to meet contractual goals while delivering positive customer experiences.

Responsibilities include real-time monitoring, off-line event scheduling, CMS/IEX usage, and reporting to leaders. The ideal candidate has a Bachelor's degree and strong Excel, communication, and analytical skills, with

Qualifications

• Bachelor’s degree or equivalent work experience.
• At least 1 year experience in Real-Time Monitoring or Workforce Analysis.
• Advanced knowledge in MS Excel and WF tools such as IEX and CMS.
• Strong communication and analytical skills.

Responsibilities

• Monitors real-time call volume and schedule conformance to efficiently utilize staffing resources.
• Coordinates and manages same day/off-line event scheduling for 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 (call volume, AHT, attendance) to plan staffing and performance.

Skills

Real-Time Monitoring

Workforce Analysis

MS Excel

IEX

CMS

Communication

Analytical skills

Reporting

Time management

Teamwork

Professionalism

Education

Bachelor’s Degree (any field)

Tools

IEX

CMS

Job description

ibex in the Philippines is seeking a Real Time Analyst to manage and balance service levels across programs and locations. You will monitor call volumes, schedule conformance, and support staffing decisions to meet contractual goals while delivering positive customer experiences.

Responsibilities include real-time monitoring, off-line event scheduling, CMS/IEX usage, and reporting to leaders. The ideal candidate has a Bachelor's degree and strong Excel, communication, and analytical skills, with