Real-Time WFM Analyst: Scheduling & SLA Reporting

Foundever®; Cebu City; On-site; PHP 312,000 - 614,000; Full time

Job summary

Foundever® is seeking a Real Time Analyst to assist with long-range planning and real-time performance analysis. Under supervision, you will collect, evaluate, and prepare reports for Operations/HR/WFM/Admin, and generate narratives with recommendations to support service levels.

You will gather daily/weekly/monthly statistics, monitor queues, assist with scheduling, and ensure timely, accurate reporting to clients. Strong Excel skills and organizational ability are essential.

Qualifications

• 1 year experience as a Real Time Analyst or fresh graduate considered.
• Familiarity with reporting methods, principles, and MS Office tools.
• Strong planning, time management and organizational skills.
• Professional, polished and energetic demeanor.

Responsibilities

• Gather and generate operations reports (volume, utilization) for daily/weekly/monthly review.
• Monitor real-time queues and schedule adherence to gauge SLA impact.
• Prepare and deliver standard presentations and ad hoc analyses.
• Create and maintain agent schedules and attendance reporting.
• Upload data to client web applications and ensure on-time delivery of reports.
• Explain basic report content and real-time monitoring concepts to stakeholders.

Skills

Real-time analysis

Reporting

Planning & time management

Professionalism

Tools

Microsoft Excel

Job description

Foundever® is seeking a Real Time Analyst to assist with long-range planning and real-time performance analysis. Under supervision, you will collect, evaluate, and prepare reports for Operations/HR/WFM/Admin, and generate narratives with recommendations to support service levels.

You will gather daily/weekly/monthly statistics, monitor queues, assist with scheduling, and ensure timely, accurate reporting to clients. Strong Excel skills and organizational ability are essential.