WFM Real Time Analyst

EXL Service Philippines, Inc.; Pasay; On-site; PHP 502,000 - 837,000; Full time

Job summary

EXL Service Philippines, Inc. is seeking a Real-time Operations Analyst responsible for monitoring live performance and service levels across contact center operations in Manila.

You will track agent adherence, attendance, and productivity while adjusting intraday staffing to meet demand and performance targets. You will communicate risks, recommend corrective actions, and prepare real-time reports for stakeholders.

Qualifications

• Strong analytical and problem-solving skills required.
• Excellent communication and stakeholder management abilities.
• Experience with Excel and workforce management tools (Genesys, Verint) preferred.

Responsibilities

• Monitor real-time operational performance and service levels.
• Track agent adherence, attendance, and productivity.
• Manage intraday staffing and scheduling adjustments.
• Communicate performance risks and recommend corrective actions.
• Prepare and distribute real-time reports and updates to stakeholders.
• Coordinate with Operations, Scheduling, and Workforce Planning teams.

Skills

Analytical skills

Communication skills

Stakeholder management

Excel

Workforce management

Genesys

Verint

Fast-paced environment

Contact center ops

Tools

Genesys

Verint

Job description

• Monitor real-time operational performance and service levels.
• Track agent adherence, attendance, and productivity.
• Manage intraday staffing and scheduling adjustments.
• Communicate performance risks and recommend corrective actions.
• Prepare and distribute real-time reports and updates to stakeholders.
• Coordinate with Operations, Scheduling, and Workforce Planning teams.

Ideal Candidate:

• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management abilities.
• Proficient in Excel and workforce management tools (e.g., Genesys, Verint).
• Able to work in a fast-paced environment and make timely decisions.
• Experience in contact center operations is preferred.