Real-Time Workforce Optimization Analyst

VXI Global Solutions; Davao City; On-site; PHP 420,000 - 640,000; Full time

Job summary

VXI Global Solutions is seeking a Real-Time Analyst to monitor, analyze, and optimize intraday performance across multiple queues to meet service levels. The role blends analytics, quick decision-making, and proactive communication to maximize resource utilization and customer experience.

You will work with Operations, Workforce Planning, and Reporting teams to provide real-time visibility into performance, adjust staffing and scheduling as needed, and support continuous improvement of WFM tools

Qualifications

• Bachelor’s degree or equivalent work experience.
• 1–3 years of experience in Workforce Management, Real-Time Analysis, or Contact Center Operations.
• Strong analytical and problem-solving skills with high attention to detail.
• Excellent verbal and written communication skills.
• Ability to work in a fast-paced, dynamic environment with shifting priorities.

Responsibilities

• Monitor and manage intraday performance across multiple queues to ensure service levels.
• Identify and escalate anomalies in volume, handle time, or staffing that could impact KPIs.
• Execute real-time adjustments such as skill changes, break reallocations, and overtime/undertime management.
• Communicate status updates and recommendations to Operations Leaders in a data-driven manner.
• Collaborate with Workforce Planners to refine forecasting and scheduling accuracy based on intraday trends.
• Track and report KPIs including Service Level, AHT, Occupancy, Shrinkage, and Adherence.
• Support new initiatives by providing insights on volume trends, staffing efficiency, and performance optimization.
• Contribute to continuous improvement projects to enhance WFM tools, dashboards, and processes.

Skills

Analytical thinking

Attention to detail

Verbal & written communication

Adaptability

Education

Bachelor’s degree or equivalent

Tools

NICE IEX

Verint

Genesys WFM

Job description

VXI Global Solutions is seeking a Real-Time Analyst to monitor, analyze, and optimize intraday performance across multiple queues to meet service levels. The role blends analytics, quick decision-making, and proactive communication to maximize resource utilization and customer experience.

You will work with Operations, Workforce Planning, and Reporting teams to provide real-time visibility into performance, adjust staffing and scheduling as needed, and support continuous improvement of WFM tools