Real-Time WFM & Scheduling Analyst

CallTek; Davao City; On-site; PHP 450,000 - 650,000; Full time

Job summary

CallTek is seeking a detail-oriented WFM Real Time Analyst to optimize staffing, forecast demand, and analyze data for operational alignment. You will monitor real-time metrics and collaborate with team leads to ensure scheduling accuracy and SLA adherence. This role focuses on data-driven decision making to improve workforce efficiency and performance.

The ideal candidate has proven WFM experience, strong analytical skills, and proficiency with NICE/Verint and Excel in a fast-paced environment.

Qualifications

• Proven experience in a workforce management role, ideally in a call center environment.
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Proficiency in workforce management software (e.g., NICE, Verint, etc.) and advanced Excel skills.
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
• Excellent communication and interpersonal skills.
• Detail-oriented with a focus on accuracy and efficiency.

Responsibilities

• Analyze historical data to predict future staffing needs and create accurate forecasts.
• Monitor real-time call metrics and adjust staffing levels as necessary to meet service level agreements.
• Develop and maintain workforce management reports, dashboards, and tools to communicate performance metrics and insights to stakeholders.
• Collaborate with team leads and department heads to understand operational requirements and adjust forecasts accordingly.
• Identify opportunities for process improvements to increase efficiency and effectiveness in workforce planning.
• Provide support in scheduling and ensuring adherence to schedule adherence metrics.
• Conduct regular reviews of staffing performance and provide recommendations for optimization.

Skills

Data analysis

Forecasting

Communication skills

Attention to detail

Adaptability

Tools

NICE

Verint

Excel

Job description

CallTek is seeking a detail-oriented WFM Real Time Analyst to optimize staffing, forecast demand, and analyze data for operational alignment. You will monitor real-time metrics and collaborate with team leads to ensure scheduling accuracy and SLA adherence. This role focuses on data-driven decision making to improve workforce efficiency and performance.

The ideal candidate has proven WFM experience, strong analytical skills, and proficiency with NICE/Verint and Excel in a fast-paced environment.