Workforce Management/Real Time Analyst
Full-time
RC Low Human Resource Consultancy OPC
Workforce Management (WFM) Analyst
We are looking for an experienced Workforce Management (WFM) Analyst who will be responsible for forecasting, scheduling, capacity planning, and real-time workforce monitoring in a fast-paced contact center environment.
You will play a key role in ensuring optimal staffing levels across multiple lines of business (voice, chat, and email) to meet operational targets and service levels.
Key Responsibilities
- Develop and maintain accurate forecasts based on historical and real-time data
- Create and optimize agent schedules aligned with business demand
- Perform capacity planning for short-term and long-term staffing needs
- Monitor real-time adherence and queue performance (RTA function)
- Recommend staffing adjustments (OT, VTO, re-skilling) as needed
- Generate and analyze WFM reports (shrinkage, occupancy, SLA, utilization)
- Collaborate with Operations and Team Leaders for workforce alignment
Qualifications
- College Graduate (any 4yr course)
- Minimum 2–3 years experience in Workforce Management (WFM)
Strong experience in:
- Forecasting
- Scheduling
- Capacity Planning
- Must have experience handling voice, chat, and email LOBs
- With supervisory exposure (RTA or Workforce Analyst team handling is required)
- BPO or Shared Services background preferred
Skills Required
- Proficiency in WFM tools (Nice IEX, Verint, Aspect, or similar)
- Strong Excel skills (pivot tables, formulas, reporting)
- Analytical and data-driven mindset
- Strong communication and stakeholder management skills
- Ability to work in a fast-paced operational environment
What We Offer
- Competitive salary package up to ₱50,000
- Onsite assignments in QC, Taguig, or Ortigas
- Exposure to large-scale global operations
- Career growth opportunities in Workforce Management leadership track
Vacancy posted more than 2 months ago
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