URGENT HIRING | WFM Real-Time Analyst - PASIG (ONSITE)

Acquire Intelligence; Eastern Manila District; Sur place; PHP 279 000 - 502 000; Plein temps

Avantages offerts par ce poste

HMO coverage

Yearly parties

Value awards

Career growth

Meaningful work

14th month pay

Referral incentives

Vacation leaves

Sick leaves

Birthday leave

Résumé du poste

Acquire Intelligence is seeking a Real-Time Analyst to oversee intraday performance across multiple delivery vendors within a WFM as a Service model. You will monitor live dashboards, apply playbooks, and intervene to protect service levels while communicating clearly with vendor and client teams.

You will drive real-time decisions, track AUX usage, and coordinate cross-vendor responses during peaks and incidents to keep intraday plans on track.

Qualifications

• 1 to 3 years in real-time management or intraday analyst roles in contact centres.
• Hands-on experience with Genesys Cloud CX and WEM intraday adherence monitoring.
• Ability to make rapid, rules-based decisions under time pressure.
• Strong AUX governance and adherence monitoring knowledge.
• Excellent verbal and written communication across vendor and client teams.
• Customer-centric mindset affecting service levels.
• Effective time management in multi-vendor operations.

Responsabilités

• Monitor real-time dashboards across queues and channels for service levels and throughput.
• Execute trigger-based interventions per playbooks and adjust queues, skills, and breaks.
• Escalate performance deviations to the WFM Manager with logs.
• Track adherence and AUX usage across vendors; flag non-compliance.
• Apply thresholds and actions to maintain a unified live performance view.
• Coordinate cross-vendor responses during peaks and incidents.
• Support intraday reforecasting by comparing actual vs forecast volumes.
• Hold regular intraday health checks and re-optimize schedules.
• Report daily performance metrics by vendor.
• Identify improvements to playbooks and thresholds from logs and trends.

Connaissances

Real-time management

Intraday analyst

WFM as a Service

Genesys Cloud CX

Excel

Decision making under pressure

Vendor coordination

Clear communication

Outils

Genesys Cloud CX

Excel

Description du poste

About the role

Join Acquire Intelligence as a Real-Time Analyst and play a central role in keeping live contact centre operations running at their best. Working within a WFM as a Service model, you will monitor performance across multiple delivery vendors through a unified view, applying consistent playbooks and trigger-based actions to protect service levels and respond to intraday changes as they happen. This is a fast-paced, high-visibility role for someone who thrives under pressure, makes confident decisions quickly, and communicates clearly across vendor and client teams.

Key responsibilities

• Continuously monitor real-time dashboards across all queues and channels, tracking service level, ASA, abandon rate, queue depth, agent state, and adherence

• Execute trigger-based interventions in line with documented playbooks, including agent reallocation, queue and skill changes, and break and lunch adjustments

• Identify and escalation performance deviations that exceed defined thresholds to the WFM Manager, maintaining accurate incident and escalation logs

• Monitor real-time adherence and AUX usage across all vendors, flagging non-compliance for supervisor follow-up

• Apply consistent thresholds, trigger actions, and AUX standards across all delivery vendors to maintain a unified view of live performance

• Coordinate cross-vendor responses during peaks, outages, and major incidents to balance workload and protect client targets

• Support intraday reforecasting by comparing actual versus forecasted volume and AHT intervals and recommending adjustments to the remainder of the day's plan

• Perform regular health checks of intraday schedules, re-optimising breaks, lunches, and off-phone activities in coordination with the Workforce Scheduler

• Track and report daily performance metrics by vendor, including service level, adherence, AUX usage, and interval variance

• Identify opportunities to improve playbooks, thresholds, and trigger actions through analysis of incident logs and emerging trends

About you

• 1 to 3 years of experience in a real-time management or intraday analyst role within a contact centre environment

• Hands-on experience with Genesys Cloud CX, including Performance views, queue and agent dashboards, alerting, and WEM intraday adherence monitoring

• Ability to make rapid, rules-based decisions under time pressure while managing multiple competing queue priorities

• Solid understanding of AUX code governance and real-time adherence monitoring practices

• Strong verbal and written communication skills, with the ability to coordinate clearly and confidently across vendor and client teams

• Client-focused mindset with an understanding of how real-time decisions influence service levels and client outcomes

• Effective time management skills and the ability to prioritise competing demands across a live, multi-vendor operation

• Solutions-oriented approach with the confidence to challenge existing practices and propose clear, actionable improvements

• Genesys Cloud CX Workforce Engagement Management certification is highly regarded

• Experience in a multi-vendor Command Centre or WFM as a Service environment, and advanced Excel skills, are advantageous

Benefits

• HMO coverage for you and your family

• Epic Yearly Kick-Off Parties with major giveaways

• Recognition through our Value Awards

• Real career growth with internal promotions

• Meaningful work with talented and supportive teams

• 14th Month Pay for employees who complete 5 years with us

• Generous referral incentives of up to ₱42,000 depending on the role

• 12 Vacation Leaves

• 12 Sick Leaves

• 1 Birthday Leave

About us

At Acquire Intelligence, our mission is to help business work smarter. We bring together the best people, efficient processes, and automation to help companies grow faster and operate with confidence. Our purpose is to simplify how businesses work, improve performance, and lead meaningful change across the globe.

What are you waiting for? Come for a career, stay for the fun!