Workforce Management Analyst (Real Time)

HGS; Philippines; On-site; PHP 279,000 - 502,000; Full time

Job summary

HGS is seeking a WFM Analyst to monitor and optimize intraday call center operations in the Philippines. You will manage queues, schedules, and break times, ensuring service levels are met while minimizing costs. The role requires strong analytical abilities, proficiency in Amazon Connect and Salesforce, and solid Excel skills.

Onsite graveyard shift is expected. You will generate hourly Pulsebeat-type reports, identify performance anomalies, and coordinate with IT and operations to resolve

Qualifications

• Must have passion for excellence, timeliness & accuracy of information.
• Strong organizational and multi-tasking skills.
• Interpersonal skills; establish rapport with clients.
• Analytical skills and data interpretation proficiency.
• Knowledge in Amazon Connect & Salesforce.

Responsibilities

• Monitor and manage intraday call volume queues to meet daily service targets.
• Plan and report agent schedule adherence and activities.
• Coordinate break schedules during surges or absenteeism.
• Generate intraday performance reports on volume, AHT, staffing, and service levels.
• Provide real-time updates of issues to management and stakeholders.
• Collaborate with WFM and operations to ensure staffing coverage.
• Develop procedures to support service delivery and communicate shifts.

Skills

Analytical skills

Interpersonal skills

Organizational skills

Multi-tasking

Real-time updates

Education

Two-year college diploma

Tools

Amazon Connect

Salesforce

Excel (Pivot, VLOOKUP)

Job description

• Monitoring and managing the call volume queues Real Time to meet daily Service Level target while maintaining intraday service consistency.
• Managing agent schedule adherence by planning, monitoring and reporting agent activities
• Managing break schedules especially on instances of unforeseen events (i.e. call surges, high absenteeism, system issues, etc.)
• Generating and publishing accurate intraday performance reports on volume, AHT, staffing, Service Level and abandon on an hourly basis
• Tracking, reporting and coordinating system concerns with Operations, IT team and client as defined in the downtime process
• Managing avail time by recommending intraday activities based on threshold
• Managing pre shift and post shift overtime hours to minimize unnecessary people cost
• Conducting test calls at the start of operations to ensure that phone lines are working properly
• Attending to and validating the system issues reported by the agents
• Monitoring performance anomalies for higher-level performance issues and proactively communicate observations to the management team
• Working with WFM Analyst on staffing, shift or break schedule adjustments to ensure intraday staffing coverage
• Providing insights and recommendations based on observation and known trends (i.e. adding staffing to an LOB, cross training for non-voice)
• Communicating and calling out risks as a result of deviations to the targets in order to plan for potential overstaffing/understaffing conditions.
• Interfacing and collaborating with business units, technology and support teams, and (other vendor) partners to communicate what is expected, requirements to meet goals and necessary adjustments when targets are not met.
• Developing operational procedures to support the service delivery team
• Participating in team and interdepartmental meetings to communicate expectations and confirm business needs.
• Generating and publishing EOD Pulsebeat Reports

Reporting:

• Capturing, storing, and reporting on historical statistics on volume, AHT, staffing, Service Level, Abandon, forecast accuracy (Pulsebeat Report)
• Skill Audits list –regular audit/s of skill chart and scripts to ensure “right resources are assigned to right skills”
• Issue / Action logs –document all issues reported and subsequent actions taken to address exceptions.

Education and/or Experience:

• At least 2years of College Education or Diploma courses (any);
• At least 2 years call center experience.

Qualifications:

• Must have the passion for excellence, timeliness & accuracy of information.
• Strong organizational and multi-tasking skills.
• Interpersonal skills. Establish rapport & effectively communicate with the different clients of the group.
• Must possess analytical skills and proficient in data interpretation.
• Knowledge in Amazon connect & Salesforce.
• Must have a sense of urgency and able to provide real-time updates of issues to concerned groups and individuals.
• Must be able to do multi-tasking.
• With Microsoft Office basic knowledge including but not limited to Pivot and VLOOKUP in Excel
• Willing to work onsite with graveyard shifting schedule