Remote Real-Time WFM Analyst – Scheduling & Reporting

Everise Philippines Ltd.; Eastern Manila District; Presencial; PHP 335.000 - 580.000; Jornada completa

Descripción de la vacante

Everise Philippines Ltd. is seeking a Workforce Management RTA specialist to act as the first contact for escalations, monitor real-time floor activities, and manage intraday reports. The role emphasizes analytical reporting, forecasting accuracy, and cross‑department collaboration to optimize service delivery.

Ideal candidates will have 15+ months in WFM RTA, be comfortable in a 24×7 environment, and possess strong MS Excel skills with experience using Verint or similar WFM tools.

Formación

• Minimum 15 months experience in WFM RTA domain.
• Flexible and willing to work 24×7 environment.
• Strong analytical and communication skills.

Responsabilidades

• Act as the first point of contact for service‑related escalations on the account.
• Monitor, track, document and communicate real time floor activities per plan.
• Send Intraday reporting (Hourly Interval Reports, Productivity Reports).
• Manage client and stakeholder requirements.
• Provide inputs to WFM leadership on trends and demand.
• Detail and document performance impacts for leadership.
• Compare forecasts with actuals and identify scheduling gaps with solutions.
• Provide performance analysis for timely business decisions.
• Coordinate with other departments to improve KPIs.

Herramientas

MS Excel

Verint

Workforce management software

Descripción del empleo

Everise Philippines Ltd. is seeking a Workforce Management RTA specialist to act as the first contact for escalations, monitor real-time floor activities, and manage intraday reports. The role emphasizes analytical reporting, forecasting accuracy, and cross‑department collaboration to optimize service delivery.

Ideal candidates will have 15+ months in WFM RTA, be comfortable in a 24×7 environment, and possess strong MS Excel skills with experience using Verint or similar WFM tools.