Real-Time WFM Analyst - Hybrid (Manila)

Crescendo.ai; Taguig; Hybrid; PHP 420,000 - 640,000; Full time

Benefits offered by this job

Competitive salary

Generous PTO

Medical benefits (per country)

Dental & Vision

Sabbatical Leave

Training & development

Wellness workouts

Job summary

Crescendo.ai in Metro Manila, Philippines, is seeking a Real-Time Analyst to bridge Workforce Management and live operations. You will use real-time data to guide staffing decisions and respond to changing business needs.

The role requires strong analytical skills, clear communication, and the ability to act with urgency in fast-paced environments. You will document decisions, monitor performance, and collaborate across teams to optimize service levels and capacity.

Responsibilities

• Monitor real-time staffing levels, queue volumes, service levels, and WFM alerts to identify coverage gaps and potential operational risks.
• Analyze intraday performance data to make timely staffing, routing, and coverage decisions aligned with operational targets.
• Coordinate real-time schedule adjustments, including break and lunch changes, overtime activation, and cross-queue support, to maintain adequate coverage.
• Adjust channel and queue routing based on changing demand, staffing availability, and operational priorities.
• Partner closely with live operations teams, communicating staffing concerns, service level risks, and recommended actions to team leads and key stakeholders.
• Coordinate responses to unexpected volume spikes, staffing shortages, and service disruptions to minimize operational impact.
• Proactively identify service level risks and implement timely corrective actions to support performance goals.
• Document intraday decisions, adjustments, and outcomes to maintain accurate operational records and support follow-up actions.
• Identify recurring trends in staffing, queue volumes, and intraday performance, sharing insights with WFM to support forecasting and capacity planning.
• Assess the impact of real-time adjustments and recommend process improvements to strengthen operational efficiency and service delivery.

Skills

Real-Time Analytics

Analytical skills

Communication

Prioritization

WFM tools

Scheduling platforms

Queue management

Multi-channel ops

Problem solving

Job description

Crescendo.ai in Metro Manila, Philippines, is seeking a Real-Time Analyst to bridge Workforce Management and live operations. You will use real-time data to guide staffing decisions and respond to changing business needs.

The role requires strong analytical skills, clear communication, and the ability to act with urgency in fast-paced environments. You will document decisions, monitor performance, and collaborate across teams to optimize service levels and capacity.