Real-Time Workforce Management Analyst

XtendOps, Inc.; Cebu City; On-site; PHP 420,000 - 660,000; Full time

Job summary

XtendOps, Inc. is seeking a hands-on Workforce Management Analyst (Blended) in Cebu City to support the WFM Supervisor with real-time management, scheduling, and workforce analysis. You will maintain schedules, monitor queues, and provide actionable recommendations to improve service levels.

You will routinely analyze service levels, forecast vs. actual volumes, and staffing requirements, while coordinating with the Operations team to mitigate risks and optimize performance.

Qualifications

• Hands-on experience in scheduling and real-time management in a contact center or workforce-driven environment.
• Ability to connect forecast demand with staffing requirements and real-time performance.
• Strong data interpretation skills and attention to detail to identify risks and recommend actions.

Responsibilities

• Monitor queues, service levels, staffing, schedule adherence, occupancy, and agent availability.
• Identify intraday risks and recommend actions such as schedule adjustments or off-line movements within guidelines.
• Communicate real-time performance updates and gaps to the WFM Supervisor and Operations.
• Track unplanned absences, late arrivals, and events affecting service delivery.
• Escalate material risks with data, impact, and next steps.
• Create, maintain, and optimize employee schedules based on forecast requirements.
• Prepare and validate daily, weekly, and monthly workforce reports and dashboards.
• Analyze service levels, forecast vs actual volume, and occupancy.
• Support short-term forecasting and workload analysis.

Skills

Real-time management

Forecasting

Data interpretation

Attention to detail

Communication

Tools

Excel/Google Sheets

Genesys

NICE

Job description

XtendOps, Inc. is seeking a hands-on Workforce Management Analyst (Blended) in Cebu City to support the WFM Supervisor with real-time management, scheduling, and workforce analysis. You will maintain schedules, monitor queues, and provide actionable recommendations to improve service levels.

You will routinely analyze service levels, forecast vs. actual volumes, and staffing requirements, while coordinating with the Operations team to mitigate risks and optimize performance.