Real-Time Workforce Analyst – WFM & Scheduling

Fpsinc; Davao City; On-site; PHP 300,000 - 480,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Career growth opportunities

Job summary

Full Potential Solutions (FPS) is seeking a highly analytical and detail-oriented Real-Time Analyst (RTA) to join our Workforce Management team. The RTA will monitor intraday performance, staffing levels, and service level goals to ensure operational efficiency and optimal customer experience.

This role supports contact center operations by providing real-time insights and timely adjustments to meet business objectives, coordinating with Team Leads and Operations to close performance gaps and

Qualifications

• Bachelor’s degree in Business, Operations, or a related field.
• 1–2 years of experience in a real-time analyst, workforce management, or call center operations role.
• Proficiency in workforce management tools (e.g., Verint, NICE, Genesys, Aspect, Five9, or similar).
• Strong analytical and problem-solving skills with attention to detail.
• Excellent communication and collaboration skills.
• Ability to work under pressure in a fast-paced, dynamic environment.
• Flexible to work different shifts, including weekends or holidays if needed.

Responsibilities

• Monitor real-time queue performance, call volume, and agent availability across multiple channels (voice, chat, email, etc.).
• Make intraday schedule adjustments (breaks, lunches, overtime, early release) to optimize staffing coverage.
• Track and report intraday KPIs such as Service Level, Average Handle Time (AHT), Adherence, Occupancy, and Shrinkage.
• Coordinate with Team Leads and Operations to ensure proper alignment on staffing and performance gaps.
• Provide real-time communication and updates to stakeholders regarding operational performance and critical incidents.
• Identify trends and patterns in call volume or agent behavior and elevate when necessary.
• Support WFM team in the preparation of daily, weekly, and monthly reports.
• Maintain accurate and timely documentation of real-time actions and outcomes.
• Collaborate with Scheduling and Forecasting Analysts to improve overall WFM planning.

Education

Bachelor’s degree in Business or related field

1–2 years real-time analyst/workforce management experience

Strong analytical and problem-solving skills

Excellent communication and collaboration skills

Ability to work under pressure in a fast-paced environment

Flexible to work different shifts

Tools

Verint

NICE

Genesys

Aspect

Five9

Job description

Full Potential Solutions (FPS) is seeking a highly analytical and detail-oriented Real-Time Analyst (RTA) to join our Workforce Management team. The RTA will monitor intraday performance, staffing levels, and service level goals to ensure operational efficiency and optimal customer experience.

This role supports contact center operations by providing real-time insights and timely adjustments to meet business objectives, coordinating with Team Leads and Operations to close performance gaps and