Remote Real-Time Analyst – WFM & Scheduling

Everise; Bacoor; On-site; PHP 180,000 - 360,000; Full time

Job summary

Everise is hiring for a Specialist - RTA to support real-time operations across multiple locations. The role requires attention to detail, ability to process requests quickly, and strong communication skills.

You will help manage telephony and WFM systems, coordinate scheduling, and produce regular performance reports. Candidates should have at least two years in real-time workforce management, experience with major telephony and WFM tools, and be capable of working flexible hours in a

Qualifications

• 2 years of workforce experience in real-time management is a must.
• Experience adding/removing people from systems is preferred.
• Strong verbal and written communication skills.
• Flexible to work during any hours of operation.
• High degree of accuracy and timeliness in reporting.
• Proficient in MS Office Suite (Excel, Outlook).
• Strong quantitative and analytical skills.
• Experience with Genesys/Avaya telephony and Aspect/Verint WFM software.

Responsibilities

• Add and remove users to telephony, WFM and other client systems.
• Update skill changes on individuals and large-scale shifts.
• Support callout line by taking calls and updating WFM systems.
• Receive requests from operations regarding scheduling and events.
• Create internal performance and attendance reports intraday.
• Respond to requests and communicate updates in a timely manner.
• Complete requests with a high degree of accuracy.
• Conduct intraday reporting showing queue level performance across locations.
• Facilitate schedule alterations and provide approvals based on business needs.
• Ensure compliance with Security, HR and Operations policies.

Job description

Everise is hiring for a Specialist - RTA to support real-time operations across multiple locations. The role requires attention to detail, ability to process requests quickly, and strong communication skills.

You will help manage telephony and WFM systems, coordinate scheduling, and produce regular performance reports. Candidates should have at least two years in real-time workforce management, experience with major telephony and WFM tools, and be capable of working flexible hours in a