Workforce Management Real Time Analyst

RSD Human Resource Management Consultancy; Muntinlupa; On-site; PHP 391,000 - 614,000; Full time

Benefits offered by this job

Performance Bonus

Health Insurance

Life Insurance

HMO

Job Training

Job summary

RSD Human Resource Management Consultancy in Muntinlupa is seeking a WFM Real Time Analyst to monitor schedules, analyze performance, and implement real-time adjustments. The role requires hands-on use of Genesys Cloud, IEX, and strong Excel skills to optimize staffing and efficiency.

You will collaborate with team leads, generate actionable reports, and support decision-making for call center operations in a fast-paced environment.

Qualifications

• Bachelor’s degree in a relevant field is required
• 1–3 years of experience in workforce management or a related field
• Proficiency in MS Excel and experience with call center technologies
• Familiarity with WFM tools and real-time monitoring techniques
• Strong analytical and problem-solving skills, plus good communication and teamwork

Responsibilities

• Monitor real-time adherence to schedules and workflows to ensure optimal staff utilization
• Analyze and report on call center performance metrics to identify trends and inefficiencies
• Collaborate with team leaders to implement real-time adjustments based on workload fluctuations
• Utilize WFM tools and systems, including Genesys Cloud and IEX, to support operational needs
• Prepare detailed reports and present insights to management to facilitate decision-making

Skills

MS Excel

Call center tech

WFM tools

Real-time monitoring

Education

Bachelor’s degree in Business Administration or Operations Management

Tools

Genesys Cloud

IEX

Job description

RSD Human Resource Management Consultancy

On-site - Muntinlupa 1-3 Yrs Exp Bachelor Full-time

Job Description

Employee Recognition and Rewards

Performance Bonus

Government Mandated Benefits

Insurance Health & Wellness

Health Insurance, Life Insurance, HMO

Professional Development

Job Training

Description

• Monitor real-time adherence to schedules and workflows to ensure optimal staff utilization.
• Analyze and report on call center performance metrics to identify trends and operational inefficiencies.
• Collaborate with team leaders to implement real-time adjustments based on workload fluctuations.
• Utilize various WFM tools and systems, including Genesys Cloud and IEX, to support operational needs.
• Prepare detailed reports and present insights to management to facilitate decision-making.

Requirements

• Educational Qualifications: Bachelor’s degree in a relevant field such as Business Administration or Operations Management
• Experience Level: 1-3 years of experience in workforce management or a related field
• Skills and Competencies: Proficiency in MS Excel and experience with call center technologies
• Skills and Competencies: Familiarity with WFM tools and real-time monitoring techniques
• Qualities and Traits: Strong analytical and problem-solving skills
• Qualities and Traits: Excellent communication and team collaboration abilities

Call center WFM Real Time Analyst IEX WFM Tools Real Time Monitoring Genesys Cloud MS Excel

HR Manager RSD Human Resource Management Consultancy

Working Location

RDS Human Resource Management Consultancy