Real-Time WFM & Analytics Specialist

Wipro Philippines Inc.; Cebu City; On-site; PHP 360,000 - 480,000; Full time

Job summary

Wipro Philippines Inc. in Cebu City is seeking a WFM Specialist / MIS to support operational leadership and clients with daily metrics reporting. The role focuses on real-time data, WFM/RTA tools, and delivering accurate dashboards for the operations team.

You will publish real-time and historical data, participate in change control, and ensure MIS deliverables meet SLA requirements. Strong Excel/Power BI skills, good communication, and the ability to work under pressure are essential.

Qualifications

• College graduate with relevant degree.
• Proficient in Power BI and Excel macros.
• 1–4 years of workforce management experience.
• Good communication skills.
• Ability to perform under pressure and lead by example.
• Strong problem solving and tech-savvy.
• Coordinate with Operations Managers for staffing planning.
• Strong statistical, analytical and reporting abilities.
• Knowledge of call arrival patterns in call centers.
• Knowledge of Intraday Planning, Forecasting Shrinkage and scripting is a plus.

Responsibilities

• Support Operational Leadership teams and clients with daily metrics reporting.
• Create and maintain real-time applications (WFM/RTA tools).
• Interact with clients as required.
• Handle process change control and development.
• Publish real-time and historical data/reports to the operation team.
• Perform tasks assigned by the process head/SDL.
• Work on ad hoc responsibilities to assist operations.
• Manage MIS SLAs and deliverables and ensure timely delivery by MIS team.

Skills

Power BI

Excel macros

Communication skills

Problem solving

Stress management

Analytical skills

Team coordination

Education

College Graduate

Tools

Excel

Macros

Job description

Wipro Philippines Inc. in Cebu City is seeking a WFM Specialist / MIS to support operational leadership and clients with daily metrics reporting. The role focuses on real-time data, WFM/RTA tools, and delivering accurate dashboards for the operations team.

You will publish real-time and historical data, participate in change control, and ensure MIS deliverables meet SLA requirements. Strong Excel/Power BI skills, good communication, and the ability to work under pressure are essential.