Real-Time WFM Analyst – Onsite Cebu/Davao

Ethos Support Co.; Davao City; On-site; PHP 335,000 - 536,000; Full time

Benefits offered by this job

Competitive salary

Professional development opportunities

Job summary

Ethos Support is seeking a Real Time Analyst to monitor queues, service levels, and staffing in real time at onsite hubs in Cebu or Davao. You will compare actual performance to forecasts, identify risks early, and implement timely corrective actions within approved guardrails to maintain client service levels.

The role requires strong judgment, active floor engagement, and reliable attendance. Candidates should be able to work rotating shifts, including nights, weekends, and holidays, based on

Qualifications

• Must have real-time workforce management experience in a contact center.
• Strong Excel skills: formulas, pivots, lookups.
• Familiarity with service level, occupancy, staffing and adherence metrics.

Responsibilities

• Monitor queues, service level, volume, backlog, abandon rate, staffing in real time.
• Compare actual performance with forecasts and staffing plans; identify risks.
• Take corrective action within guardrails; adjust breaks, skills, and resources.

Skills

Real-time WFM

Excel

Service level

Decision making

Attendance/punctuality

Integrity/Professionalism

Communication

Onsite availability Cebu/Davao

Tools

WFM platforms

Dashboards

Ticketing systems

Real-time reporting tools

Job description

Ethos Support is seeking a Real Time Analyst to monitor queues, service levels, and staffing in real time at onsite hubs in Cebu or Davao. You will compare actual performance to forecasts, identify risks early, and implement timely corrective actions within approved guardrails to maintain client service levels.

The role requires strong judgment, active floor engagement, and reliable attendance. Candidates should be able to work rotating shifts, including nights, weekends, and holidays, based on