Real-Time Workforce Optimization Analyst

Moder; Cebu City; On-site; PHP 450,000 - 700,000; Full time

Job summary

Moder is seeking a Real-Time Analyst to monitor and optimize contact center performance in real time, ensuring service levels and staffing alignment are met. You will work with operations, including vendor partners, to identify variances and deliver actionable insights for timely decisions that improve service quality and customer satisfaction.

You will manage intraday WFM activities, analyze performance trends, prepare real-time updates, and support staffing interventions during spikes or

Qualifications

• Bachelor's degree or equivalent combination of education and relevant work experience.
• 2–4 years of experience in Workforce Management, Real-Time Workforce Management and exposure to contact center operations environments.
• Hands-on experience with Workforce Management tools such as NICE, Verint, Aspect, Genesys, or other industry-standard WFM platforms.
• Familiarity with contact center technologies and telephony platforms such as Avaya, Cisco, Amazon Connect, Five9, or equivalent systems.
• Strong understanding of contact center operations, systems, and end-to-end call center environments.
• Intermediate to advanced proficiency in reporting tools and Microsoft Office applications, with ability to work across analytical and reporting tasks.
• Effective verbal and written communication skills with stakeholders to influence operational outcomes.

Responsibilities

• Monitor Real-Time Operational Performance including Service Level KPIs, staffing levels, schedule adherence, and queue management.
• Execute intraday workforce management activities to address workload fluctuations and service delivery objectives.
• Identify performance risks and staffing variances; provide timely recommendations to partners.
• Coordinate real-time staffing interventions and intraday adjustments to maintain operational effectiveness.
• Analyze workforce and operational performance trends to provide insights for data-driven decisions.
• Prepare and communicate real-time and intraday performance updates and recommendations.
• Support operational response during volume spikes, outages, and disruptions to minimize customer impact.
• Collaborate with in-house and vendor operations teams to align workforce performance with business objectives.
• Contribute to workforce management best practices and governance adherence.

Skills

Real-Time Workforce Management

Workforce Management

Analytical reporting

Stakeholder engagement

Education

Bachelor's degree

Tools

NICE

Verint

Aspect

Genesys

Job description

Moder is seeking a Real-Time Analyst to monitor and optimize contact center performance in real time, ensuring service levels and staffing alignment are met. You will work with operations, including vendor partners, to identify variances and deliver actionable insights for timely decisions that improve service quality and customer satisfaction.

You will manage intraday WFM activities, analyze performance trends, prepare real-time updates, and support staffing interventions during spikes or