WFM - Real Time Analyst

CallTek; Davao City; On-site; PHP 391,000 - 580,000; Full time

Job summary

CallTek in Davao City, Philippines is seeking a detail-oriented WFM Real Time Analyst to optimize staffing and forecast demand.

You will monitor real-time metrics, adjust schedules, and develop reports to communicate insights to stakeholders in a fast-paced call center environment.

The ideal candidate has experience in WFM, strong analytics, and proficiency with NICE/Verint and Excel.

Qualifications

• Proven experience in a workforce management role, ideally in a call center.
• Strong analytical skills to interpret data and drive decisions.
• Proficiency in NICE, Verint, and advanced Excel.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Excellent communication and interpersonal skills.
• Detail-oriented with a focus on accuracy and efficiency.

Responsibilities

• Analyze historical data to forecast staffing needs and create accurate forecasts.
• Monitor real-time metrics and adjust staffing to meet service level agreements.
• Develop and maintain WFM reports, dashboards, and tools to communicate performance metrics.
• Collaborate with team leads and department heads to understand operational requirements and adjust forecasts accordingly.
• Identify opportunities for process improvements to increase efficiency in workforce planning.
• Provide scheduling support and ensure adherence to schedule adherence metrics.
• Conduct regular reviews of staffing performance and recommend optimizations.

Skills

Workforce management

Analytical skills

Data interpretation

Communication skills

Detail oriented

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.