WFM Analyst

MicroSourcing; Cagayan de Oro; On-site; PHP 223,000 - 402,000; Full time

Benefits offered by this job

Healthcare from day one

Performance bonuses

Paid time off with cash conversion

Inclusive culture

Job summary

MicroSourcing is seeking a WFM Analyst to join our onsite team in Cagayan De Oro during night shifts. You will monitor queues, manage real-time SLA, and adjust schedules to optimize service levels across channels.

Join a diverse, inclusive culture with competitive rewards, health coverage from day one, and opportunities for growth. The role requires 1–2+ years in WFM and experience with NICE/Verint/Aspect, Excel, and BI tools.

Qualifications

• 1–2+ years WFM experience in contact centers or BPO.
• Hands-on experience with WFM/ACD tools such as NICE, Verint or Aspect.
• Proficient in Excel with lookups and pivot tables.
• Strong verbal and written communication skills.
• Ability to quickly adjust staffing during volume spikes.

Responsibilities

• Real-Time Queue & SLA Management: Monitor queues across channels and adjust agent skills to protect service levels and reduce wait times.
• Schedule Adherence Tracking: Monitor agent states in real time, flag non-adherence, and fix schedule leaks.
• Incident & Outage Management: Be first point of contact during downtimes, coordinate fixes and alerts.
• Intraday Balancing & Exceptions: Update schedules for offline activities, adjust breaks based on volume.
• Trend Analysis & Feedback: Spot variances against forecasts and share root causes with planners.
• Performance Reporting: Deliver daily and intraday SLA, abandonment, occupancy, and shrinkage reports.

Skills

WFM experience

Excel proficiency

Problem solving

Clear communication

Multichannel queues awareness

BI dashboards knowledge

WFM knowledge

Tools

NICE

Verint

Aspect

Avaya

Genesys

Power BI

Tableau

Looker Studio

SQL

VBA macros

Job description

Discover your 100% YOU with MicroSourcing!

Position:

WFM Analyst

Location:

SM CDO, Cagayan De Oro City

Work setup & shift:

Onsite | Night Shift

Why join MicroSourcing?

You'll Have

Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses

A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.

Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.

Career Growth: Take advantage of opportunities for continuous learning and career advancement.

Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role

As a WFM Analyst, you will:

• Real-Time Queue & SLA Management: Monitor queues across all channels and adjust agent skills to protect service levels and reduce customer wait times.
• Schedule Adherence Tracking: Monitor agent states in real time, flag non-adherence, and partner with Operations leaders to fix schedule leaks.
• Incident & Outage Management: Act as the first point of contact during system downtimes, coordinating quick fixes and sending out alert updates.
• Intraday Balancing & Exceptions: Update schedules for offline activities, shift breaks based on volume, and track same-day shrinkage and absences.
• Trend Analysis & Feedback: Spot volume and handling time variances against forecasts, sharing root causes with planners and schedulers.
• Performance Reporting: Deliver daily and intraday reports on SLA, abandon rates, occupancy, and shrinkage to operations and clients.

What You Need

Non-negotiables

• 1–2+ Years WFM Experience: Proven background in real-time management or queue monitoring within a contact center or BPO.
• WFM & ACD Software Skills: Hands-on experience with platforms like NICE, Verint, or Aspect, plus ACD systems like Avaya or Genesys.
• Quick Problem-Solving: Ability to make fast, accurate routing and staffing decisions during unexpected volume spikes.
• Excel Competency: Comfortable using lookups, pivot tables, and formulas to analyze daily queue performance.
• Clear Communication: Strong verbal and written skills to alert stakeholders and push for adherence on the floor.

Preferred Skills/expertise

• Experience managing multi-channel queues (calls, chats, and back-office emails simultaneously).
• Familiarity with BI dashboards like Power BI, Tableau, or Google Looker Studio.
• Basic understanding of Erlang-C staffing models and capacity forecasting.
• Foundational skills in SQL, VBA macros, or automation tools.

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

• Terms & conditions apply