Senior Real-Time WFM Strategist

IntouchCX; Metro Manila; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

IntouchCX is seeking a Senior Real Time Analyst to deliver Workforce Management as a service for a client command center. You will manage the vendor network and act as a key SME for the team, guiding daily operations and performance.

You will monitor service KPIs, forecast vs actuals, and lead intraday adjustments, with strong focus on stakeholder communication and data-driven insights.

Qualifications

• University degree in a technical or mathematical field preferred.
• 3+ years experience in a call center environment required.
• Minimum 1 year Workforce Management experience required.
• Strong MS Excel/Google Sheets skills and charts/graphs creation.

Responsibilities

• Act as shift point of contact and oversee the team in manager's absence.
• Conduct RTA huddles and pass updates to the team.
• Train new members as SME and mentor the team.
• Monitor client KPIs and staff performance across vendors.
• Manage incidents (BCP, tools or WFM system outages) and communicate status.
• Lead intraday management and daily performance reviews with clients/vendors.
• Forecast vs actual governance, re-forecast staffing within the day.
• Approve extra time, VTO, and off-phone requests by vendors.
• Provide updates to stakeholders on trends and mitigation actions.
• Perform end-of-day root cause analysis and share findings with leadership.

Skills

Excel/Google Sheets

Pivot Tables

V-Lookup/X-Lookup

Index/Match

Charts/Graphs

Data analysis

Communication

WFM tools

Education

University degree (technical/math/statistical preferred)

Tools

NICE IEX

Aspect eWFM

Verint

Calabrio

Job description

IntouchCX is seeking a Senior Real Time Analyst to deliver Workforce Management as a service for a client command center. You will manage the vendor network and act as a key SME for the team, guiding daily operations and performance.

You will monitor service KPIs, forecast vs actuals, and lead intraday adjustments, with strong focus on stakeholder communication and data-driven insights.