Real-Time WFM Analyst: Forecasting & Staffing Optimizer

Staff4Me; Cebu City; On-site; PHP 350,000 - 550,000; Full time

Job summary

CallTek in Cebu City is seeking a detail-oriented WFM Real Time Analyst to monitor live operations, forecast demand, and adjust staffing to meet service levels with a focus on accuracy and efficiency.

You will collaborate with team leads to align workforce planning with operational goals, develop dashboards and reports, and drive process improvements in a fast-paced call center environment in the Philippines.

Qualifications

• Proven experience in a workforce management role, ideally in a call center environment.
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Proficiency in workforce management software (e.g., NICE, Verint) and advanced Excel skills.
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
• Excellent communication and interpersonal skills.
• Detail-oriented with a focus on accuracy and efficiency.

Responsibilities

• Analyze historical data to predict future staffing needs and create accurate forecasts.
• Monitor real-time call metrics and adjust staffing levels as necessary to meet service level agreements.
• Develop and maintain workforce management reports, dashboards, and tools to communicate performance metrics and insights to stakeholders.
• Collaborate with team leads and department heads to understand operational requirements and adjust forecasts accordingly.
• Identify opportunities for process improvements to increase efficiency and effectiveness in workforce planning.
• Provide support in scheduling and ensuring adherence to schedule adherence metrics.
• Conduct regular reviews of staffing performance and provide recommendations for optimization.

Skills

Workforce management experience

Analytical skills

Communication skills

Detail-oriented

Multi-tasking

Tools

NICE

Verint

Excel

Job description

CallTek in Cebu City is seeking a detail-oriented WFM Real Time Analyst to monitor live operations, forecast demand, and adjust staffing to meet service levels with a focus on accuracy and efficiency.

You will collaborate with team leads to align workforce planning with operational goals, develop dashboards and reports, and drive process improvements in a fast-paced call center environment in the Philippines.