WFM Real Time Analyst

Gratitude Inc

38 Views

21 hours ago

WFM Real Time Analyst

2-4 Year(s)

25 - 30 Thousand p.m

Manila (Taguig)

Job Description

Key Skills

Technical Real Time Analyst WFM tools WFM. BPO Experience

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We are Hiring!
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

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