Real-Time WFM Analyst - Flexible Shifts

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

Job summary

ibex is seeking a Real Time Analyst to manage and balance service levels across programs and locations. You will monitor real-time call volume, schedule conformance, and ensure adherence to contractual obligations while delivering positive customer experiences.

The role requires at least 1 year in Real-Time Monitoring or Workforce Analysis, strong MS Excel skills, and familiarity with IEX and CMS. You will collaborate with WFM, prepare reports, and communicate updates to leaders in a fast-paced

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.
• Excellent analytical skills.
• Must possess effective organizational skills and time management skills.
• Ability to work on several projects simultaneously.
• Ability to come up with sound and accurate decisions in any given circumstance.
• Ability to exhibit professionalism and work with a team.

Responsibilities

• Monitors real-time call volume and schedule conformance to efficiently utilize staffing resources and meet contractual obligations.
• Coordinates and manages short-term off-line event scheduling for call center agents while maintaining performance.
• Provides the WFM Scheduling team future exceptions for scheduling in IEX to maintain staffing levels.
• Monitors CMS and RTA to assist management with agent adherence to schedules.
• Analyzes trends such as call volume, AHT, and attendance to plan staffing and avoid over/under staffing.
• Manages agent profiles within CMS to optimize staffing resources.
• Maintains reports to manage performance across call center business units.
• Assists in developing reports and processes to improve planning of performance results.
• Communicates call center performance and updates to stakeholders.
• Schedules daily, weekly, and monthly meetings with Work Force Leaders.
• Provides timely status updates on projects and initiatives.

Skills

Analytical skills

Organizational skills

Time management

Communication

Team player

Problem solving

Education

Bachelor’s degree or equivalent

Tools

IEX

CMS

MS Excel

Job description

ibex is seeking a Real Time Analyst to manage and balance service levels across programs and locations. You will monitor real-time call volume, schedule conformance, and ensure adherence to contractual obligations while delivering positive customer experiences.

The role requires at least 1 year in Real-Time Monitoring or Workforce Analysis, strong MS Excel skills, and familiarity with IEX and CMS. You will collaborate with WFM, prepare reports, and communicate updates to leaders in a fast-paced