Real-Time Workforce Optimizer

Hammerjack Pty Ltd; Philippines; On-site; PHP 350,000 - 550,000; Full time

Job summary

CallTek is seeking a detail-oriented WFM Real Time Analyst to join our team in the Philippines. The role focuses on managing workforce management processes to ensure adequate staffing with the right skills, at the right time, to meet service goals.

You will analyze data, forecast demand, monitor real-time metrics, and develop dashboards to communicate insights to stakeholders. Collaboration with team leads will drive alignment with operational targets.

Qualifications

• Proven experience in a workforce management role, ideally in a call center.
• Strong analytical skills with ability to interpret data and drive decisions.
• Proficiency in NICE, Verint, or similar WFM software and advanced Excel.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent communication and interpersonal skills.

Responsibilities

• Analyze historical data to forecast staffing needs and create accurate forecasts.
• Monitor real-time call metrics and adjust staffing to meet service levels.
• Develop and maintain WFM reports, dashboards, and tools for stakeholders.
• Collaborate with team leads to understand requirements and adjust forecasts.
• Identify process improvements to enhance efficiency in workforce planning.
• Provide scheduling support and ensure adherence to schedules.
• Review staffing performance and recommend optimizations.

Skills

Workforce management

Analytical skills

Excel

Forecasting

Tools

NICE

Verint

Job description

CallTek is seeking a detail-oriented WFM Real Time Analyst to join our team in the Philippines. The role focuses on managing workforce management processes to ensure adequate staffing with the right skills, at the right time, to meet service goals.

You will analyze data, forecast demand, monitor real-time metrics, and develop dashboards to communicate insights to stakeholders. Collaboration with team leads will drive alignment with operational targets.