Real-Time WFM Reports & Scheduling Analyst

EXL Service Philippines, Inc.; Muntinlupa; On-site; PHP 391,000 - 614,000; Full time

Job summary

EXL Service Philippines, Inc. is seeking a Workforce Management professional in Metro Manila to generate schedules that meet business requirements and support superior customer service.

You will monitor queues in real time, track agent activity across multiple lines, and prepare intraday reports with accuracy and timeliness to aid quick decision making. The role requires a Bachelor’s degree, at least 1 year in Workforce Management, and proficiency with Verint, CMS Avaya Supervisor, and Excel.

Qualifications

• Bachelor’s/College Degree required.
• At least 1 year of experience in Workforce Management.
• Proficient with Verint, CMS Avaya Supervisor, and Excel.
• Excellent scheduling and real-time time management.
• Strong organizational skills and attention to detail.
• Excellent written, verbal, and email communication.
• Ability to prioritize workload in a fast-paced environment.
• Analytical, problem-solving, and creative thinking abilities.
• Willingness to work in shift schedules.

Responsibilities

• Generates schedules to meet business requirements for customer service.
• Monitors the queue in real-time and tracks agent activity across multiple lines.
• Prepares and publishes intraday reports with accuracy and timeliness.
• Staffs the appropriate number of agents based on capacity drivers.
• Alerts and communicates deviations from schedules in a timely manner.
• Provides recommendations to address understaffing or overstaffing.
• Acts as first point of contact for escalations and outages.

Skills

Scheduling

Real-time time management

Analytical thinking

Organizational skills

Attention to detail

Multitasking

Written and verbal communication

Ability to prioritize workload

Problem solving

Creative thinking

Education

Bachelor’s/College Degree

Tools

Verint

CMS Avaya Supervisor

Microsoft Excel

Job description

EXL Service Philippines, Inc. is seeking a Workforce Management professional in Metro Manila to generate schedules that meet business requirements and support superior customer service.

You will monitor queues in real time, track agent activity across multiple lines, and prepare intraday reports with accuracy and timeliness to aid quick decision making. The role requires a Bachelor’s degree, at least 1 year in Workforce Management, and proficiency with Verint, CMS Avaya Supervisor, and Excel.