WFM - Real Time Analyst

CallTek; Cebu City; On-site; PHP 350,000 - 550,000; Full time

Job summary

CallTek is seeking a detail-oriented WFM Real Time Analyst to join our growing team in Cebu City. You will manage workforce planning, analyze data to forecast demand, and ensure alignment with operational goals.

You will monitor real-time metrics and adjust staffing to meet service levels, delivering insights through dashboards and reports. The successful candidate will bring strong analytical skills, experience with NICE/Verint, and advanced Excel, thriving in a fast-paced environment with

Qualifications

• Experience in a workforce management role, ideally in a call center.
• Strong analytical skills and data-driven decision making.
• Proficiency in NICE, Verint, and advanced Excel.
• Ability to work in fast-paced environments.

Responsibilities

• Analyze historical data to predict future staffing needs and create forecasts.
• Monitor real-time call metrics and adjust staffing to meet SLAs.
• Develop workforce reports, dashboards, and tools for stakeholders.
• Collaborate with team leads to understand operational requirements and adjust forecasts.
• Identify opportunities to improve processes for better efficiency.
• Support scheduling and ensure adherence to schedule adherence metrics.
• Review staffing performance and provide optimization recommendations.

Skills

Analytical mindset

Forecasting

Communication

Tools

Excel

NICE

Verint

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.