Workforce Management/Real Time Analyst

Proselect Management Inc; Cebu City; On-site; PHP 334,800 - 558,000; Full time

Job summary

A workforce management company in Cebu City is seeking an experienced Workforce Management / Real-Time Analyst to support daily operations. The ideal candidate will ensure optimal staffing and schedule adherence while managing real-time performance metrics. As part of the role, responsibilities include monitoring queue performance, staffing adjustments, and staffing optimization analysis. Candidates should have strong analytical skills backed by 3-5 years of relevant experience and a thorough understanding of call center metrics.

Qualifications

• At least 3–5 years of experience in Workforce Management or Real‑Time Analysis.
• Strong understanding of WFM tools and call center metrics (e.g., SLA, AHT, occupancy).

Responsibilities

• Monitor real‑time queue performance and agent adherence to schedules.
• Manage intraday staffing adjustments to meet service level targets.
• Analyze call volume trends and provide recommendations for staffing optimization.
• Generate and maintain daily, weekly, and monthly WFM reports.
• Coordinate with operations team regarding staffing needs and performance updates.
• Identify risks and escalate issues impacting service levels.
• Support scheduling and forecasting activities when needed.

Skills

Workforce Management tools

Call center metrics

Analytical skills

Job description

Workforce Management - Real Time Analyst

Job Title: Workforce Management (WFM) / Real-Time Analyst (RTA)

Work Setup: Onsite

Shift: Mid Shift

Job Summary

We are looking for an experienced Workforce Management (WFM) / Real-Time Analyst (RTA) to support daily operations by ensuring optimal staffing, schedule adherence, and real‑time performance management. The ideal candidate has strong analytical skills and hands‑on experience in managing workforce metrics in a fast‑paced environment.

Key Responsibilities

• Monitor real‑time queue performance and agent adherence to schedules
• Manage intraday staffing adjustments to meet service level targets
• Analyze call volume trends and provide recommendations for staffing optimization
• Generate and maintain daily, weekly, and monthly WFM reports
• Coordinate with operations team regarding staffing needs and performance updates
• Identify risks and escalate issues impacting service levels
• Support scheduling and forecasting activities when needed

Qualifications

• At least 3–5 years of experience in Workforce Management or Real‑Time Analysis
• Strong understanding of WFM tools and call center metrics (e.g., SLA, AHT, occupancy)