Real-Time WFM Analyst: Optimize Call Center Performance

Ibex Limited; Manila; On-site; PHP 391,000 - 614,000; Full time

Job summary

Ibex Limited in Manila is seeking a Real Time Analyst to balance service levels across programs and locations. You will monitor real-time call volume, schedule conformance, and coordinate short-term adjustments to maintain performance and meet contractual obligations.

The ideal candidate has at least 1 year in real-time monitoring or workforce analysis, with strong Excel skills and solid communication and analytical abilities.

Qualifications

• Bachelor’s degree or equivalent work experience.
• At least 1 year experience in Real-Time Monitoring or Workforce Analysis.
• Advanced knowledge of MS Excel and WF tools such as IEX and CMS.
• Strong problem solving abilities and analytical thinking.
• Excellent communication and reporting skills.
• Good organizational and time-management abilities.
• Ability to handle multiple projects and meet deadlines.
• Ability to work in a flexible schedule including graveyard shifts.

Responsibilities

• Monitor real-time call volume and schedule conformance to optimize staffing.
• Coordinate same-day and short-term off-line event scheduling for agents.
• Provide forecasting inputs to ensure appropriate staffing levels.
• Monitor CMS and RTA to ensure agent adherence to schedules.
• Analyze trends in call volume, AHT, and attendance to anticipate staffing needs.
• Manage agent profiles in CMS to optimize resource use.
• Prepare and communicate performance updates to stakeholders.
• Develop reports and processes to improve workforce planning.

Skills

Communication

Analytical skills

Reporting

Time management

Teamwork

Problem solving

Organizational skills

Independent work

Education

Bachelor’s Degree (any field)

Tools

MS Excel

IEX

CMS

Job description

Ibex Limited in Manila is seeking a Real Time Analyst to balance service levels across programs and locations. You will monitor real-time call volume, schedule conformance, and coordinate short-term adjustments to maintain performance and meet contractual obligations.

The ideal candidate has at least 1 year in real-time monitoring or workforce analysis, with strong Excel skills and solid communication and analytical abilities.