Real-Time WFM RTA Specialist Scheduling & Reporting

Everise; Pasig; On-site; PHP 279,000 - 502,000; Full time

Job summary

Everise is seeking a Workforce Management Real-Time Analyst in the Philippines to monitor operations and provide timely intraday updates. You will support scheduling decisions, analyze trends, and interact with cross-functional teams to ensure adherence to plans.

The role requires 15+ months of WFM RTA experience, strong Excel skills, and familiarity with Verint or similar WFM tools, along with solid analytical and communication abilities.

Qualifications

• Minimum 15 months experience in WFM RTA domain.
• Willing to work in a 24/7 environment.
• Strong MS Excel skills.
• Experience with Verint (WFM tool) or similar software.

Responsibilities

• Act as the first point of contact for service-related escalations (call routing, outages, unscheduled absences/breaks, forecast deviations).
• Monitor, track, document and communicate real time floor activities per plan and processes.
• Send Intraday reporting (Hourly Interval Reports, Productivity Reports).
• Manage client and stakeholder requirements.
• Provide inputs to WFM leadership on trends and demand.
• Detail performance impacts to WFM leadership.
• Compare forecasts with actual results to identify variances and scheduling gaps.
• Provide performance analysis to support business decisions.
• Collaborate with other departments to improve performance indicators.

Skills

MS Excel

Analytical skills

Communication skills

WFM software

Tools

Verint

WFM tool

Job description

Everise is seeking a Workforce Management Real-Time Analyst in the Philippines to monitor operations and provide timely intraday updates. You will support scheduling decisions, analyze trends, and interact with cross-functional teams to ensure adherence to plans.

The role requires 15+ months of WFM RTA experience, strong Excel skills, and familiarity with Verint or similar WFM tools, along with solid analytical and communication abilities.