WFM - Real Time Analyst

CallTek; General Santos; On-site; PHP 400,000 - 640,000; Full time

Job summary

CallTek in the Philippines is seeking a detail-oriented WFM Real Time Analyst to manage workforce management processes, forecast demand, and ensure the right number of agents with the right skills at the right time.

You will analyze data, monitor real-time metrics, develop reports, and collaborate with department heads to optimize scheduling and adherence to service levels in a fast-paced call center.

Qualifications

• Experience in workforce management or scheduling for a contact center.
• Strong analytical skills to interpret data and forecast demand.
• Proficiency with NICE or Verint and advanced Excel.
• Ability to prioritize in a fast-paced environment.

Responsibilities

• Analyze historical data to forecast staffing needs and create forecasts.
• Monitor real-time call metrics and adjust staffing to meet SLAs.
• Develop WFM reports, dashboards, and tools for stakeholders.
• Collaborate with team leads to align forecasts with operations.
• Identify process improvements to enhance efficiency in planning.
• Support scheduling and adherence to schedules.
• Review staffing performance and provide optimization recommendations.

Skills

Workforce management

Data analysis

Excel proficiency

Call center experience

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.