Real-Time WFM Analyst – Flexible Scheduling

IBEX Global Solutions (Philippines) Inc.; Davao del Sur; On-site; PHP 279,000 - 502,000; Full time

Job summary

IBEX Global Solutions (Philippines) Inc. is seeking a Real-Time Analyst to manage and balance service levels across our call center programs.

You will monitor real-time metrics, schedule conformance, and coordinate staffing to meet contractual obligations while delivering positive customer experiences. The role requires at least 1 year in Real-Time Monitoring or Workforce Analysis, advanced MS Excel skills, and familiarity with IEX and CMS.

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 relevant WF tools such as IEX and CMS.
• Knowledge in problem solving processes.
• Strong communication skills.
• Above average reporting skills.
• Excellent analytical skills.
• Must possess effective organizational skills and time management 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 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 in call volume, AHT, and attendance to plan staffing needs.
• Manages agent profiles within CMS to optimize staffing resources.
• Monitors available reports to manage performance across centers/products.
• Communicates performance updates to the business on current and future state.
• Schedules daily, weekly, and monthly meetings with Work Force Leaders.
• Produces timely status updates on projects and initiatives.
• Completes necessary reports, including ad hoc reports.

Skills

Real-Time Monitoring

Workforce Analysis

Advanced communication

Analytical skills

Education

Bachelor’s Degree

Tools

IEX

CMS

MS Excel

Job description

IBEX Global Solutions (Philippines) Inc. is seeking a Real-Time Analyst to manage and balance service levels across our call center programs.

You will monitor real-time metrics, schedule conformance, and coordinate staffing to meet contractual obligations while delivering positive customer experiences. The role requires at least 1 year in Real-Time Monitoring or Workforce Analysis, advanced MS Excel skills, and familiarity with IEX and CMS.