Real-Time Workforce Analyst — Flexible Scheduling

ibex; Metro Manila; On-site; PHP 420,000 - 700,000; Full time

Job summary

ibex in the Philippines seeks a Real-Time Analyst to manage and balance service levels across programs and locations. You will monitor real-time call volume, schedule conformance, and support staffing decisions to meet contractual goals.

Qualifications include a Bachelor's degree, at least 1 year in Real-Time Monitoring or Workforce Analysis, and advanced MS Excel with WF tools such as IEX and CMS. Strong analytical, problem-solving, and communication skills are required; ability to work a

Qualifications

• Bachelor's degree or equivalent work experience.
• At least 1 year of Real-Time Monitoring or Workforce Analysis experience.
• Advanced knowledge in MS Excel and WF tools such as IEX and CMS.

Responsibilities

• Monitors real-time call volume and schedule conformance to meet contractual obligations.
• Coordinates same-day/short-term offline scheduling for agents.
• Provides the WFM Scheduling team future scheduling exceptions in IEX.
• Monitors CMS and RTA to ensure agent adherence to schedules.
• Analyzes trends in call volume, AHT, and attendance to plan staffing.

Skills

Real-Time Monitoring

Workforce Analysis

Analytical skills

Time management

Communication

Teamwork

Education

Bachelor's Degree

Tools

MS Excel

IEX

CMS

Job description

ibex in the Philippines seeks a Real-Time Analyst to manage and balance service levels across programs and locations. You will monitor real-time call volume, schedule conformance, and support staffing decisions to meet contractual goals.

Qualifications include a Bachelor's degree, at least 1 year in Real-Time Monitoring or Workforce Analysis, and advanced MS Excel with WF tools such as IEX and CMS. Strong analytical, problem-solving, and communication skills are required; ability to work a