Real-Time WFM Analyst: Forecast & Optimize Staffing

CallTek; Cebu City; On-site; PHP 350,000 - 550,000; Full time

Job summary

CallTek is seeking a detail-oriented WFM Real Time Analyst to join our growing team in Cebu City. You will manage workforce planning, analyze data to forecast demand, and ensure alignment with operational goals.

You will monitor real-time metrics and adjust staffing to meet service levels, delivering insights through dashboards and reports. The successful candidate will bring strong analytical skills, experience with NICE/Verint, and advanced Excel, thriving in a fast-paced environment with

Qualifications

• Experience in a workforce management role, ideally in a call center.
• Strong analytical skills and data-driven decision making.
• Proficiency in NICE, Verint, and advanced Excel.
• Ability to work in fast-paced environments.

Responsibilities

• Analyze historical data to predict future staffing needs and create forecasts.
• Monitor real-time call metrics and adjust staffing to meet SLAs.
• Develop workforce reports, dashboards, and tools for stakeholders.
• Collaborate with team leads to understand operational requirements and adjust forecasts.
• Identify opportunities to improve processes for better efficiency.
• Support scheduling and ensure adherence to schedule adherence metrics.
• Review staffing performance and provide optimization recommendations.

Skills

Analytical mindset

Forecasting

Communication

Tools

Excel

NICE

Verint

Job description

CallTek is seeking a detail-oriented WFM Real Time Analyst to join our growing team in Cebu City. You will manage workforce planning, analyze data to forecast demand, and ensure alignment with operational goals.

You will monitor real-time metrics and adjust staffing to meet service levels, delivering insights through dashboards and reports. The successful candidate will bring strong analytical skills, experience with NICE/Verint, and advanced Excel, thriving in a fast-paced environment with