WFM RTA - Helpdesk Customer Support

Gratitude Inc

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3 weeks ago

WFM RTA - Helpdesk Customer Support

2-5 Year(s)

Manila (Taguig)

Job Description

Key Skills

Technical WFM tools RTA tool Excellent Communication

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### **About the Role**
We are looking for a data-driven **WFM Real-Time Analyst** to oversee queue health, agent adherence, and intraday performance across our multichannel support operations (chat, email, phone, and tickets).

### **Key Responsibilities**
* **Real-Time Monitoring:** Monitor live inbound queues and track agent adherence across CRM and WFM dashboards. Proactively escalate volume spikes or staffing shortfalls.
* **Forecasting & Capacity:** Help maintain staffing models and short-term contact volume forecasts based on historical data, seasonality, and digital advertising cycles.
* **Scheduling:** Build, publish, and maintain agent schedules. Manage shift swaps, time-off requests, and coordinate training pullouts with minimal SLA impact.
* **Performance Reporting:** Produce daily, weekly, and monthly reports on service levels, occupancy, shrinkage, and AHT trends using Excel or Google Sheets.
* **System Admin:** Keep agent profiles, skills, and queue assignments up to date within the WFM and CRM platforms (Salesforce/Zendesk).

### **Qualifications**
* **Experience:** 2+ years of professional experience in WFM, BPO operations, or customer support. Experience with digital advertising or billing queues is a plus.
* **WFM Skills:** Solid understanding of core WFM metrics (SLA, AHT, shrinkage, adherence) and WFM software (e.g., NICE IEX, Verint, Genesys).
* **Technical & Communication:** Proficient in Microsoft Excel/Google Sheets. Excellent written and verbal English communication skills.

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### **How to Apply**

Please send your updated CV to kenmerc6@gmail.com

* **Email Subject:** WFM Real-Time Analyst

Kindly include the answers to these pre-screening questions in your email:

* Educational attainment:
* Years of experience as a WFM RTA:
* Technical experience (WFM tools/CRMs used):
* Previous BPO employers:
* Last drawn salary:
* Expected salary:

Role

Customer Care Officer

Timings

Day Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Chat

Functional Area

ITES / BPO / Customer Service

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