Remote Real-Time WFM Analyst

Everise; Eastern Manila District; À distance; PHP 1 500 000 - 2 200 000; Plein temps

Avantages offerts par ce poste

Work from home program

Résumé du poste

Everise is seeking a Workforce Management Analyst in the Philippines to support intraday operations and performance reporting. You will monitor real-time floor activities, compare forecasts with actuals, and provide critical inputs to WFM leadership.

A strong MS Excel skillset and experience with Verint or similar WFM tools are essential. This role requires adaptability to a 24/7 environment and collaboration across departments.

Qualifications

• 15+ months experience in WFM RTA domain.
• Flexible and willing to work 24*7 environment.
• Very good proficiency in MS Excel.
• Experience in Scheduling or Reporting is an added advantage.
• Knowledge of Workforce management software.
• Experience on Verint (WFM tool) or any other tool is a plus.
• Strong analytical and communication skills.
• Should know how to analyse performance data in real time.

Responsabilités

• Act as the first point of contact for all service-related escalations (call routing, outages, etc.).
• Monitor, track, document and communicate real time floor activities per plan and process.
• Send Intraday reporting (Hourly Interval Reports, Productivity Reports) and manage client & stakeholder requirements.
• Provide inputs on trends and total demand to WFM leadership, Client, and Ops Leadership.
• Detail and document performance impacts to WFM leadership.
• Compare call forecasts with actual results to examine variances and identify scheduling gaps with solutions.
• Provide performance analysis to support timely business decisions.
• Coordinate with other departments to improve performance indicators.

Connaissances

MS Excel

Workforce management

Verint

Analytical skills

Communication skills

Outils

Verint WFM

Description du poste

Everise is seeking a Workforce Management Analyst in the Philippines to support intraday operations and performance reporting. You will monitor real-time floor activities, compare forecasts with actuals, and provide critical inputs to WFM leadership.

A strong MS Excel skillset and experience with Verint or similar WFM tools are essential. This role requires adaptability to a 24/7 environment and collaboration across departments.