Real-Time Workforce Optimization Analyst

Proselect Management Inc; Cebu City; On-site; PHP 334,800 - 558,000; Full time

Job summary

A workforce management company in Cebu City is seeking an experienced Workforce Management / Real-Time Analyst to support daily operations. The ideal candidate will ensure optimal staffing and schedule adherence while managing real-time performance metrics. As part of the role, responsibilities include monitoring queue performance, staffing adjustments, and staffing optimization analysis. Candidates should have strong analytical skills backed by 3-5 years of relevant experience and a thorough understanding of call center metrics.

Qualifications

• At least 3–5 years of experience in Workforce Management or Real‑Time Analysis.
• Strong understanding of WFM tools and call center metrics (e.g., SLA, AHT, occupancy).

Responsibilities

• Monitor real‑time queue performance and agent adherence to schedules.
• Manage intraday staffing adjustments to meet service level targets.
• Analyze call volume trends and provide recommendations for staffing optimization.
• Generate and maintain daily, weekly, and monthly WFM reports.
• Coordinate with operations team regarding staffing needs and performance updates.
• Identify risks and escalate issues impacting service levels.
• Support scheduling and forecasting activities when needed.

Skills

Workforce Management tools

Call center metrics

Analytical skills

Job description

A workforce management company in Cebu City is seeking an experienced Workforce Management / Real-Time Analyst to support daily operations. The ideal candidate will ensure optimal staffing and schedule adherence while managing real-time performance metrics. As part of the role, responsibilities include monitoring queue performance, staffing adjustments, and staffing optimization analysis. Candidates should have strong analytical skills backed by 3-5 years of relevant experience and a thorough understanding of call center metrics.