WFM - Real Time Analyst

Hammerjack Pty Ltd; Philippines; On-site; PHP 350,000 - 550,000; Full time

Job summary

CallTek is seeking a detail-oriented WFM Real Time Analyst to join our team in the Philippines. The role focuses on managing workforce management processes to ensure adequate staffing with the right skills, at the right time, to meet service goals.

You will analyze data, forecast demand, monitor real-time metrics, and develop dashboards to communicate insights to stakeholders. Collaboration with team leads will drive alignment with operational targets.

Qualifications

• Proven experience in a workforce management role, ideally in a call center.
• Strong analytical skills with ability to interpret data and drive decisions.
• Proficiency in NICE, Verint, or similar WFM software and advanced Excel.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent communication and interpersonal skills.

Responsibilities

• Analyze historical data to forecast staffing needs and create accurate forecasts.
• Monitor real-time call metrics and adjust staffing to meet service levels.
• Develop and maintain WFM reports, dashboards, and tools for stakeholders.
• Collaborate with team leads to understand requirements and adjust forecasts.
• Identify process improvements to enhance efficiency in workforce planning.
• Provide scheduling support and ensure adherence to schedules.
• Review staffing performance and recommend optimizations.

Skills

Workforce management

Analytical skills

Excel

Forecasting

Tools

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

Requirements

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