Real-Time WFM Analyst — SLA & Scheduling Expert

Foundever®; Metro Manila; On-site; PHP 240,000 - 420,000; Full time

Job summary

Foundever® is seeking a detail-oriented analyst to support long-range planning and real-time performance analysis. Working under supervision, you will collect, evaluate, and prepare reports for Operations/HR/WFM/Admin, and develop systems to ensure SLA adherence.

You will generate reports, maintain data bases, and respond to ad hoc requests, contributing to continuous improvement in service delivery. The role emphasizes data-driven insights, timely reporting, and basic analysis to inform

Qualifications

• Experience creating and maintaining performance reports.
• Proficient in Excel and reporting tools.
• Strong planning and time management skills.

Responsibilities

• Gather and generate reports on operations volume and utilization.
• Prepare daily, weekly, and monthly statistical reports for clients.
• Monitor real-time queue and SLA-related scheduling.
• Update attendance and shift schedules for Representatives.
• Deliver reports on time to clients and management.
• Answer simple questions on standard reports and monitoring concepts.

Skills

MS Excel

Data analysis

Reporting

Time management

Organizational skills

Tools

Office suite

Job description

Foundever® is seeking a detail-oriented analyst to support long-range planning and real-time performance analysis. Working under supervision, you will collect, evaluate, and prepare reports for Operations/HR/WFM/Admin, and develop systems to ensure SLA adherence.

You will generate reports, maintain data bases, and respond to ad hoc requests, contributing to continuous improvement in service delivery. The role emphasizes data-driven insights, timely reporting, and basic analysis to inform