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 1 day ago
Similar jobs that could be interesting for youBased on the Workforce Management/Real Time Analyst in Taguig vacancy
- ...We're looking for a Real-Time Analyst (RTA) for a full-time, onsite role in Taguig City .... ...ensure service level targets are met. Manage queues, staffing adjustments, and schedule... .... Coordinate with Operations and Workforce Management teams to address service level...
- ...Job Title: Real Time Analyst Location: Eton Centris, Quezon City Work Setup: 100% Onsite Schedule: Shifting schedules (UK... ...oriented and analytical Real Time Analyst (RTA) to join our Workforce Management team. The RTA will be responsible for monitoring real-...
- ...Discover your 100% YOU with MicroSourcing! Position: Workforce Team Leader - Real Time Analyst (AU Consumer Telco) Location: BGC, Taguig Work... ...central command leader for multi-site operations, crisis management, and global resource optimization. The Team Leader...
- ...Position Description: As a Workforce Management Agent, you will support the effective operation of the Transfer Agency Client Service Desk... ...on forecasting workload, planning capacity, and monitoring real-time performance to help maintain service levels and operational...
- ...About the Company We are looking for an experienced Manager, Workforce Optimization to lead workforce planning and operational performance across a dynamic healthcare environment. About the Role This leadership role is responsible for helping ensure...
- ...balancing costs and customer wait times. Coordinate the 24/7... ...improve team performance. Manage and upskill the team to handle... ...At least 5 years experience in Workforce Management, specifically within... ...scheduling, capacity planning, and real-time management. Ready to...
- ...Description: The Impact You’ll Make in this Role As a(n) Transit Time Data Analyst for/at Global Logistics, you will have the opportunity to... ...: Additional Skills: Familiarity with transportation management systems or logistics tools, project management Personal Attributes...
- ...professional experience in customer support, technical support, workforce management, or a related operations role. Experience within a BPO,... ...prior experience in workforce management, scheduling, real-time monitoring, or operational analytics will give you a significant...
- ...alongside relevant operational management experience. Experience... ...support, technical support, workforce management, or a related BPO... ...scheduling, forecasting, or real-time monitoring — in a multi-... ...operations. 2. Workforce Analyst Team Management & Development...
775000 $ per day
...APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- POSITION TITLE: Workforce Services Manager WORK SETUP: Return to Office OVERALL PURPOSE: The Workforce Manager is responsible for managing the WFM and AP/QA...775000 $ per day
...solutions tailored to specific business needs. Priority - AI Workforce: UKG Pro Scheduling and Forecasting Consultant Role... ...responsible for implementing and optimizing UKG Pro Workforce Management solutions, focusing on Forecasting and Scheduling modules....- ...Partners, a distinguished investor and asset manager specializing in special situations and... ...Southeast Asia, is seeking a talented Analyst to join our Asset Management team. This... ...Database Management of the company's real estate assets; Perform market research...
775000 $ per day
...Strategy & Consulting Analyst Join our team in Accenture Strategy... ...the fundamentals of management consulting. You will get a chance... ...business models as well as the workforce of the future helps our... ...to think creatively to solve real world business problems. Ability...- ...We are seeking an experienced Workforce & Quality Manager to lead workforce planning, quality assurance, and performance analytics for a global BPO operation. This role plays a critical part in optimizing staffing, improving forecasting accuracy, strengthening quality...
- ...The Workforce Management (WFM) Specialist supports global service operations by ensuring effective workforce planning, scheduling, and resource utilization. Working closely with the Workforce Lead and fellow WFM Specialists, you will analyze workforce data, manage staffing...
- # Manager, Data Analyst Location : Taguig, Philippines Setup : Onsite Employment Type: Full Time AT COCA-COLA EUROPACIFIC PARTNERS At Coca-Cola Europacific Partners (CCEP), you always know you’re part of something special and iconic. We are the faces that make, move...
- ...Project Management - Analyst Requisition identifier: 202605693 Location: Taguig, Metro Manila, Philippines Employment type: Full time Description Our Health and Benefits business helps large and mid-size clients control health and welfare plan costs, improve...
- ...quality incentives, and value-based payment components. Support managed care negotiations through financial modeling, scenario analysis,... ...tools (required). Prior experience in Revenue Cycle functions or in payer-facing roles is preferred. Job Type: Full-time...
- ...Minimum of 3 years of hands-on experience with Enterprise Change Management. Good understanding of other ITSM processes particularly with Change Management, Request Management, Incident Management, Problem Management, and Knowledge Management. Experience with ServiceNow...
- ...Discover your 100% YOU with MicroSourcing! Position: Workforce Team Lead - Retail (B2C AU Telco) Location: BGC, Taguig City... ...effective forecasting, capacity planning, scheduling, real-time management, and performance reporting. This role ensures optimal workforce...
- ...The Managed Care Analyst supports the managed care department by providing analytical, reporting, and project support related to payer contracts... ...to ensure contract compliance, accurate reimbursement, and timely resolution of issues impacting revenue. The analyst is...
- ...disaster recovery plans, conducts incident responses, threat management, vulnerability scanning, virus management and intrusion detection... ...Identity and Access Management (IAM) Engineer to join our Workforce Identity team. In this pivotal role, you will be instrumental...
- ...Revenue Management Analyst / Financial Analyst Reports to: Revenue Management Administration Supervisor Primary Function/General Purpose of Position This position is part of the Revenue Management team in the Global Business Services (GBS). The essential job functions...
- ...As Company Nurse he/she will be responsible for providing healthcare services, managing medical emergencies, and promoting health and wellness among employees. The role involves conducting health assessments, administering first aid, managing health records, and ensuring...
- ...BMC, AWS, Finance and Accounting, Risk Management, Procurement, People Shared Services, IT... ...Responsibilities Configure, implement, and support Workforce Software modules in line with business... ...work effectively across geographies and time zones High energy levels, agility,...
- ...disaster recovery plans, conducts incident responses, threat management, vulnerability scanning, virus management and intrusion detection... ...Identity and Access Management (IAM) Engineer to join our Workforce Identity team. In this pivotal role, you will be instrumental...
- ...commitment to delivering the best service management experience possible, many clients have... ...accuracy and a strong work ethic Excellent time management and prioritization skills... ...the power of an inclusive and diverse workforce. We trust you will bring your authentic...
- ...generations. There has never been a better time to be at AECOM. With accelerating... ...digital innovators, program and construction managers and other professionals delivering... ...experts, you’ll have the resources to make a real impact. Our award-winning training and development...
775000 $ per day
...Role Overview: We are seeking a detail-oriented Analyst to support provider roster management operations across both current-state and future-state platforms... .... Key Responsibilities: Provide full-time support for day-to-day roster management and data processing...- ...Job Overview The SAM Analyst (Software and Applications Management Analyst) is responsible for analyzing business and technical requirements, coordinating... ...stakeholders. Track project progress and ensure timely completion of deliverables. Identify and escalate project...
Do you want to receive more vacancies?
Subscribe and receive similar vacancies to Workforce Management/Real Time Analyst. Be the first to apply!
