Workforce Management (WFM) Real-Time Analyst & Helpdesk Support Specialist

Gratitude Philippines; Manila; On-site; PHP 480,000 - 820,000; Full time

Job summary

Gratitude Philippines is seeking a detail-oriented WFM Real-Time Analyst to support our Helpdesk Customer Support operations onsite in McKinley. You will monitor real-time performance, manage intraday staffing, and ensure service levels across multi-channel support.

The role requires 2+ years in WFM/RTA or BPO, familiarity with NICE/Verint/Genesys and CRM platforms (Zendesk, Salesforce), and strong analytical and Excel skills. Bachelor’s degree or equivalent experience is required.

Qualifications

• Bachelor’s degree or equivalent experience.
• At least 2 years of experience in WFM, RTA, or BPO operations.
• Familiarity with WFM tools (e.g., NICE, Verint, Genesys) and CRM platforms (Zendesk, Salesforce).
• Strong analytical, Excel, and communication skills.

Responsibilities

• Monitor real-time queues across chat, email, phone, and ticketing systems to maintain SLA performance and workforce efficiency.
• Track agent adherence, manage intraday staffing adjustments, and elevate service risks such as volume spikes or queue backlogs.
• Analyze key metrics including AHT, ASA, service levels, and occupancy, providing actionable insights to Operations.
• Support forecasting, scheduling, and capacity planning using historical trends and business drivers.
• Maintain accurate WFM data, schedules, and reporting dashboards.
• Collaborate with Operations, Training, QA, and HR to align workforce plans with business needs.
• Generate daily, weekly, and monthly workforce reports and performance insights.

Skills

Analytical skills

Excel

Communication skills

Detail-oriented

Education

Bachelor's degree

Tools

NICE

Verint

Genesys

Zendesk

Salesforce

Job description

Job Title: WFM Real-Time Analyst – Helpdesk Customer Support

Location: Onsite | McKinley

We are seeking a detail-oriented and proactive WFM Real-Time Analyst to support our Helpdesk Customer Support operations. This role is responsible for ensuring optimal staffing, monitoring real-time performance, and maintaining service level targets in a fast-paced, multi-channel support environment.

Key Responsibilities:

• Monitor real-time queues across chat, email, phone, and ticketing systems to maintain SLA performance and workforce efficiency.
• Track agent adherence, manage intraday staffing adjustments, and elevate service risks such as volume spikes or queue backlogs.
• Analyze key metrics including AHT, ASA, service levels, and occupancy, providing actionable insights to Operations.
• Support forecasting, scheduling, and capacity planning using historical trends and business drivers.
• Maintain accurate WFM data, schedules, and reporting dashboards.
• Collaborate with Operations, Training, QA, and HR to align workforce plans with business needs.
• Generate daily, weekly, and monthly workforce reports and performance insights.

Qualifications:

• Bachelor’s degree or equivalent experience.
• At least 2 years of experience in WFM, RTA, or BPO operations.
• Familiarity with WFM tools (e.g., NICE, Verint, Genesys) and CRM platforms (Zendesk, Salesforce).
• Strong analytical, Excel, and communication skills.