Real-Time WFM Analyst: Insightful Scheduling & Reporting

Everise Philippines Ltd.; Philippines; Hybrid; PHP 446,000 - 781,000; Full time

Job summary

Everise Philippines Ltd. is seeking a WFM RTA professional to act as the first point of contact for service escalations and to monitor real-time floor activities. The role involves intraday reporting, managing client expectations, and providing performance inputs to WFM leadership.

Ideal candidates have at least 15 months in WFM RTA, strong MS Excel skills, and familiarity with Verint or similar tools. Excellent analytical and communication abilities are essential in a fast-paced, 24/7

Qualifications

• Minimum 15 months of experience in WFM RTA domain.
• Very good proficiency in MS Excel.
• Knowledge of workforce management software; Verint or similar tools a plus.
• Strong analytical and communication skills.

Responsibilities

• Serve as first point of contact for service-related escalations (call routing, outages, unscheduled absences).
• Monitor and document real-time floor activities for adherence to plan and processes.
• Prepare and send Intraday Reports and Productivity Reports.
• Manage client and stakeholder requirements and provide timely inputs to leadership.
• Provide performance analysis to support business decisions and highlight variances.
• Collaborate with other departments to improve performance indicators.

Skills

WFM RTA domain

MS Excel

Real-time analysis

Analytical communication

Tools

Verint

MS Excel

Job description

Everise Philippines Ltd. is seeking a WFM RTA professional to act as the first point of contact for service escalations and to monitor real-time floor activities. The role involves intraday reporting, managing client expectations, and providing performance inputs to WFM leadership.

Ideal candidates have at least 15 months in WFM RTA, strong MS Excel skills, and familiarity with Verint or similar tools. Excellent analytical and communication abilities are essential in a fast-paced, 24/7