Real-Time WFM Analyst: Optimize Call Center Performance

ibex; Parañaque; On-site; PHP 335,000 - 469,000; Full time

Job summary

ibex is seeking a Real Time Analyst to monitor and balance call center service levels across programs and locations. The candidate will focus on maintaining contractually required performance while ensuring excellent customer experiences.

The role requires 1+ year in Real-Time Monitoring or Workforce Analysis, strong MS Excel skills, and proficiency with IEX and CMS. The position is full-time in the Parañaque area, with a graveyard/shifting schedule and immediate start preferred.

Qualifications

• Bachelor’s Degree or equivalent work experience.
• At least 1 year experience specializing in Real-Time Monitoring or Workforce Analysis.
• Advanced knowledge in MS Excel and WF tools such as IEX and CMS.
• Strong communication and reporting skills.
• Ability to handle multiple projects with time management and professionalism.
• Flexible schedule including graveyard/shifts.
• Ability to start ASAP.

Responsibilities

• Monitor real-time call volume and schedule conformance to optimize staffing.
• Coordinate same-day/off-line event scheduling for agents.
• Provide future scheduling needs to the WFM team using IEX.
• Monitor CMS and RTA for agent adherence to schedules.
• Analyze trends in call volume, AHT, and attendance to plan staffing.
• Update and maintain agent profiles in CMS.
• Create reports and processes to improve performance planning.
• Communicate call center performance updates to the business.
• Schedule daily/weekly/monthly meetings with Work Force Leaders.
• Provide status updates on projects and initiatives.

Skills

Real-Time Monitoring

Workforce Analysis

MS Excel

Communication Skills

Analytical Skills

Time Management

Organizational Skills

Team Collaboration

Multitasking

Problem Solving

Education

Bachelor’s Degree (any field)

Tools

IEX

CMS

Job description

ibex is seeking a Real Time Analyst to monitor and balance call center service levels across programs and locations. The candidate will focus on maintaining contractually required performance while ensuring excellent customer experiences.

The role requires 1+ year in Real-Time Monitoring or Workforce Analysis, strong MS Excel skills, and proficiency with IEX and CMS. The position is full-time in the Parañaque area, with a graveyard/shifting schedule and immediate start preferred.