Real-Time WFM Analyst — Scheduling & Insights

Everise; Philippines; On-site; PHP 360,000 - 540,000; Full time

Job summary

Everise in the Philippines seeks a Workforce Management (WFM) specialist to act as the first point of contact for service escalations, continuously monitor floor activities, and prepare intraday reports such as hourly interval and productivity analyses to support decision making.

The ideal candidate has at least 15 months of WFM RTA experience, strong MS Excel skills, familiarity with Verint or similar tools, and comfortable working in a 24/7 environment to help optimize scheduling and

Qualifications

• Minimum 15 months of experience in WFM RTA domain.
• Very good proficiency in MS Excel; scheduling or reporting experience is a plus.
• Knowledge of workforce management software (Verint or similar).
• Strong analytical and communication skills; ability to analyse performance data in real time.

Responsibilities

• Act as the first point of contact for service-related escalations on the account.
• Monitor, track, document and communicate real-time floor activities.
• Send intraday reporting (Hourly Interval Reports, Productivity Reports).
• Manage client and stakeholder requirements.
• Provide inputs to WFM leadership based on trends and demand.
• Detail and document performance impacts to leadership.
• Compare forecasts with actuals, identify scheduling gaps and recommend solutions.
• Provide performance analyses to support business decisions.
• Collaborate with other departments to improve performance indicators.

Skills

MS Excel

Analytical skills

Communication skills

Real-time analysis

Tools

Verint WFM

Job description

Everise in the Philippines seeks a Workforce Management (WFM) specialist to act as the first point of contact for service escalations, continuously monitor floor activities, and prepare intraday reports such as hourly interval and productivity analyses to support decision making.

The ideal candidate has at least 15 months of WFM RTA experience, strong MS Excel skills, familiarity with Verint or similar tools, and comfortable working in a 24/7 environment to help optimize scheduling and