Real-Time Workforce Manager (WFM & Analytics)

r1rcm; Quezon City; On-site; PHP 600,000 - 900,000; Full time

Job summary

r1rcm in Manila is seeking a Workforce Management Specialist to monitor real-time staffing, performance data, and scheduling across multiple lines of business. You will identify intraday risks, communicate with Operations, and implement staffing adjustments to sustain service levels.

The role emphasizes data-driven reporting, mid-day and end-of-day analyses, and collaboration to optimize efficiency in a fast-paced contact center environment.

Qualifications

• Bachelor's degree or equivalent combination of education and relevant experience.
• For internal applicants: minimum 1 year of Workforce Management experience.
• For external applicants: minimum 2 years of Workforce Management experience.
• Strong Microsoft Excel skills including data analysis, formulas, pivot tables, reporting and data validation.
• Strong analytical and problem-solving skills with ability to interpret data and provide actionable recommendations.
• Ability to host daily performance reviews and staffing calls with Operations leadership, clearly communicating risks, drivers, and mitigation plans.
• Experience creating meaningful performance analysis, root-cause assessments, and post-mortem reports to support operational decision-making.
• Foundational understanding of contact center staffing principles, including Erlang-based staffing concepts, service level management, shrinkage, and capacity calculations.
• Excellent verbal and written communication skills with ability to present workforce insights to multiple levels of leadership.
• Ability to work independently in a fast-paced environment while maintaining accuracy.

Responsibilities

• Monitor real-time staffing, queue performance, ASA, Abandon Rate, and schedule adherence across multiple lines of business.
• Identify, communicate, and elevate intraday staffing risks, performance trends, and operational impacts to Operations and WFM leadership.
• Execute real-time staffing adjustments to optimize service level attainment and resource utilization.
• Lead or facilitate daily performance and staffing review calls with Operations, providing actionable recommendations and recovery plans to address performance gaps.
• Analyze workforce management and operational performance metrics to support data-driven decision-making.
• Develop and distribute mid-day, end-of-day, and post-mortem performance reports, including root-cause analysis and recommendations for improvement.
• Provide meaningful analysis of SLA, volume, AHT, shrinkage, adherence, and other key contact center performance indicators.
• Partner with Operations leaders to recommend and implement intraday action plans to address volume fluctuations, staffing shortages, or service level risks.
• Apply foundational staffing and workforce management principles, including Erlang-based concepts, to evaluate staffing needs and operational impacts.
• Partner with Dialer Administrators, Schedulers, and Operations leaders to monitor the impact of dialer and SMS outreach activities, balancing campaign goals with service levels and staffing.
• Generate and distribute performance dashboards, reports, and workforce insights to stakeholders.
• Maintain workforce management systems and support process improvements that enhance efficiency and operational effectiveness.
• Communicate clearly with stakeholders regarding staffing conditions, performance drivers, and mitigation strategies.
• Support incident response and escalation processes during system outages or volume surges.

Skills

Excel skills

Analytical thinking

Communication

Attention to detail

Independent worker

Stakeholder management

Education

Bachelor's degree or equivalent

Tools

Genesys Cloud

NICE inContact

Verint

IEX

Job description

r1rcm in Manila is seeking a Workforce Management Specialist to monitor real-time staffing, performance data, and scheduling across multiple lines of business. You will identify intraday risks, communicate with Operations, and implement staffing adjustments to sustain service levels.

The role emphasizes data-driven reporting, mid-day and end-of-day analyses, and collaboration to optimize efficiency in a fast-paced contact center environment.