Real-Time WFM Analyst: Optimize Call Center Performance

ibex; Davao City; On-site; PHP 420,000 - 660,000; Full time

Job summary

ibex is seeking a Real Time Analyst to balance service levels across call center programs and products. You will monitor real-time volume, schedule conformance, and staff utilization to meet contractual obligations while delivering positive customer experiences.

Responsibilities include scheduling, trend analysis, reporting, and cross-team collaboration. The role requires at least 1 year in real-time monitoring or workforce analysis, strong Excel skills, and the ability to manage multiple

Qualifications

• Bachelor’s Degree (any field) or equivalent work experience.
• At least 1 year experience specializing in Real-Time Monitoring or Workforce Analysis.
• Advanced knowledge in MS Excel and relevant WF tools such as IEX and CMS.
• Knowledge in problem solving processes.
• Strong communication skills.
• Above average reporting skills.
• Excellent analytical skills.
• Must possess effective organizational skills and time management skills.
• Ability to work on several projects simultaneously.
• Ability to come up with sound and accurate decisions in any given circumstance.
• Ability to exhibit professionalism.
• Demonstrated ability to work with a team.
• Demonstrated ability to communicate effectively and professionally with internal and external associates.
• Ability to work independently with minimal supervision, meeting multiple deadlines in a high pressure environment.
• Ability to work a flexible schedule (graveyard/shifting schedule).
• 6 full-time positions available.
• Ability to start ASAP is an advantage.

Responsibilities

• Monitors real-time call volume and schedule conformance to efficiently utilize staffing resources and to meet any necessary contractual obligations.
• Coordinates and manages same day and/or short term off-line event scheduling for call center agents while maintaining acceptable performance of the call center.
• Provides the WFM Scheduling team future exceptions for scheduling in IEX in order to consistently maintain appropriate staffing levels.
• Monitors CMS and RTA to assist the management teams with acceptable agent adherence to schedules.
• Analyzes trends such as call volume, AHT, and attendance to understand and plan for potential over staffing/under staffing conditions; adjust plans prior to and/or same day based on the ability of the call center to attain appropriate performance results.
• Manages agent profiles within CMS to best utilize all staffing resources.
• Monitors available reports to effectively manage the performance each call center business and/or product to acceptable results.
• Participates in Help Desk calls to relay how issues are impacting the call center.
• Assists in the development of all reports and/or processes that increase the ability of the call center to effectively and accurately plan acceptable performance results.
• Effectively communicates call center performance and information by providing the business informational updates regarding the recent, current, and future state of the business.
• Schedule daily, weekly, monthly meetings to communicate information to Work Force Leaders to set expectations and confirm business needs to allow the business to make sound decisions.
• Provides the business with timely status updates on projects and initiatives.
• Complete necessary reports, ad hoc reports as required.

Skills

Real-Time Monitoring

Workforce Analysis

Communication

Analytical skills

Time management

Organizational skills

Education

Bachelor's degree

Tools

MS Excel

IEX

CMS

Job description

ibex is seeking a Real Time Analyst to balance service levels across call center programs and products. You will monitor real-time volume, schedule conformance, and staff utilization to meet contractual obligations while delivering positive customer experiences.

Responsibilities include scheduling, trend analysis, reporting, and cross-team collaboration. The role requires at least 1 year in real-time monitoring or workforce analysis, strong Excel skills, and the ability to manage multiple