WFM Real Time Analyst
Gratitude IncWFM Real Time Analyst
Job Description
Key Skills
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Job Title: WFM Real Time Analyst
Account: Helpdesk Customer Support
Salary: ₱25,000 – ₱27,000
Location/Setup: Onsite, McKinley
Shift: TBD
Key Responsibilities:
- Real-Time Monitoring: Track live inbound queues (chat, email, phone, tickets), agent adherence, and service levels; escalate staffing issues or volume spikes.
- Forecasting & Planning: Develop short/medium-term volume forecasts and staffing models using historical data and advertising calendar events.
- Scheduling: Build, publish, and manage agent schedules; handle shift swaps, time-off, and training pullouts to maintain SLA compliance.
- Reporting: Produce daily/weekly/monthly reports on service levels, queue health, utilization, shrinkage, and adherence.
- Digital Advertising Support: Anticipate volume impacts from ad campaign lifecycles, billing cycles, and policy updates.
- Billing & Compliance Planning: Align staffing with billing spikes and compliance query patterns.
- System Administration: Maintain WFM, CRM, and ticketing system data (e.g., agent skills, queue views).
- Shrinkage & Absence Management: Track planned/unplanned shrinkage, attrition, and absences; adjust plans accordingly.
- Stakeholder Coordination: Communicate workforce updates to leads, training, QA, and agents.
- Continuous Improvement: Identify process gaps; support WFM tooling improvements and post-mortems.
Qualifications:
- Education: Bachelor’s degree or equivalent experience.
- Experience: 2 years in customer support, WFM, or BPO operations; digital advertising or billing/compliance support experience preferred.
- Technical Skills:
- WFM principles & tools (NICE IEX, Verint, Genesys, etc.)
- CRM/ticketing systems (Salesforce, Zendesk, Freshdesk)
- Digital advertising platforms (Meta Business Suite, Google Ads, TikTok for Business)
- Excel/Sheets for modeling and reporting
- Strong written/verbal English
Recruitment Process: Interview → Assessment → Hiring Manager Interview
Pre-screening questions: Education, years of WFM RTA experience, technical experience, last & expected salary.
Role
WFM
Timings
Flexible (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
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