WFM - Real Time Analyst

CallTek, Inc.; Cebu City; On-site; PHP 446,000 - 625,000; Full time

Job summary

CallTek, Inc. is seeking a detail-oriented WFM Real Time Analyst to join our Cebu-based team.

You will manage workforce management processes to ensure the right number of people, with the right skills, in the right place, at the right time, by analyzing data to optimize resource planning and forecast demand. You will monitor real-time call metrics, adjust staffing to meet service levels, and develop dashboards to communicate performance to stakeholders.

Qualifications

• Proven experience in a workforce management role, ideally in a call center.
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Proficiency in workforce management software (e.g., NICE, Verint, etc.) and advanced Excel skills.
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
• Excellent communication and interpersonal skills.
• Detail-oriented with a focus on accuracy and efficiency.

Responsibilities

• Analyze historical data to predict future staffing needs and create accurate forecasts.
• Monitor real-time call metrics and adjust staffing levels as necessary to meet service level agreements.
• Develop and maintain workforce management reports, dashboards, and tools to communicate performance metrics and insights to stakeholders.
• Collaborate with team leads and department heads to understand operational requirements and adjust forecasts accordingly.
• Identify opportunities for process improvements to increase efficiency and effectiveness in workforce planning.
• Provide support in scheduling and ensuring adherence to schedule adherence metrics.
• Conduct regular reviews of staffing performance and provide recommendations for optimization.

Skills

Analytical skills

Data interpretation

Attention to detail

Communication skills

Tools

NICE

Verint

Excel

Job description

CallTek is looking for a detail-oriented and analytical WFM Real Time Analyst to join our growing team. The Real TIme Analyst will be responsible for managing workforce management processes to ensure that we have the right number of people, with the right skills, in the right place, at the right time. This role involves analyzing data to optimize resource planning, forecasting demand, and ensuring alignment with operational goals.

Key Responsibilities:

• Analyze historical data to predict future staffing needs and create accurate forecasts.
• Monitor real-time call metrics and adjust staffing levels as necessary to meet service level agreements.
• Develop and maintain workforce management reports, dashboards, and tools to communicate performance metrics and insights to stakeholders.
• Collaborate with team leads and department heads to understand operational requirements and adjust forecasts accordingly.
• Identify opportunities for process improvements to increase efficiency and effectiveness in workforce planning.
• Provide support in scheduling and ensuring adherence to schedule adherence metrics.
• Conduct regular reviews of staffing performance and provide recommendations for optimization.

Qualifications:

• Proven experience in a workforce management role, ideally in a call center environment.
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Proficiency in workforce management software (e.g., NICE, Verint, etc.) and advanced Excel skills.
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
• Excellent communication and interpersonal skills.
• Detail-oriented with a focus on accuracy and efficiency.