Real-Time WFM Analyst — Onsite in Davao

FPS Innovation Labs; Davao City; Sur place; PHP 391 000 - 580 000; Plein temps

Avantages offerts par ce poste

Medical benefits

Dental benefits

Vision benefits

Career growth opportunities

Résumé du poste

FPS Innovation Labs in Davao City, Philippines is seeking a Real Time Analyst to monitor intraday performance and adjust staffing across voice, chat, and email channels.

You will track KPIs, coordinate with Team Leads, and provide real-time updates to stakeholders to support continuous operations and timely reporting.

A Bachelor’s degree and 1–2 years in real-time analytics or call center operations are preferred, with experience in Verint, NICE, Genesys, or similar tools highly valued.

Qualifications

• Bachelor’s degree in Business, Operations, or a related field.
• 1–2 years of experience in real-time analysis, workforce management, or call center operations.
• Proficiency with workforce management tools such as Verint, NICE, Genesys, Aspect, or Five9.

Responsabilités

• Monitor real-time queue performance, call volume, and agent availability across multiple channels (voice, chat, email).
• Make intraday schedule adjustments (breaks, lunches, overtime, early release) to optimize staffing coverage.
• Track and report intraday KPIs such as Service Level, AHT, Adherence, Occupancy, and Shrinkage.
• Coordinate with Team Leads and Operations to align staffing and performance gaps.
• Provide real-time updates to stakeholders on operational performance and critical incidents.
• Identify trends in call volume or agent behavior and escalate when necessary.
• Assist WFM team in preparing daily, weekly, and monthly reports.
• Maintain accurate documentation of real-time actions and outcomes.
• Collaborate with Scheduling and Forecasting Analysts to improve WFM planning.

Connaissances

Analytical thinking

Problem-solving

Communication skills

Collaboration skills

Formation

Bachelor's degree in Business/Operations/related field

Outils

Verint

NICE

Genesys

Aspect

Five9

Description du poste

FPS Innovation Labs in Davao City, Philippines is seeking a Real Time Analyst to monitor intraday performance and adjust staffing across voice, chat, and email channels.

You will track KPIs, coordinate with Team Leads, and provide real-time updates to stakeholders to support continuous operations and timely reporting.

A Bachelor’s degree and 1–2 years in real-time analytics or call center operations are preferred, with experience in Verint, NICE, Genesys, or similar tools highly valued.