job description
Are you a detail-oriented professional with a passion for data and operational efficiency? Foundever is looking for a dynamic WFM Real Time Analyst to join our team in Ortigas. As a key member of our Workforce Management department, you will be the pulse of our operations, ensuring that service levels are met and resources are optimized in real-time.
In this role, you will monitor call traffic patterns, manage intra-day staffing levels, and respond swiftly to volume spikes to maintain seamless performance across our contact center programs. You will work closely with floor managers and operational leaders to make critical, time-sensitive decisions that impact our business success and employee productivity. If you are an analytical thinker who thrives in a fast-paced, onsite environment, we want to hear from you!
Responsibility
- Monitor real-time call volume, email queues, and chat traffic to ensure service level agreements (SLAs) are met.
- Analyze intra-day performance data and adjust staffing schedules to account for shrinkage and unexpected fluctuations.
- Communicate effectively with operations teams regarding real-time performance trends and potential risks.
- Track and document schedule adherence, auxiliary time, and off-phone activities.
- Provide proactive recommendations for process improvements to enhance operational efficiency.
- Generate and distribute real-time performance reports to stakeholders.
- Manage unexpected system outages or emergency events by deploying contingency staffing plans.
Qualifications
- Proven experience as a Real-Time Analyst or in a similar Workforce Management role within a BPO/Contact Center environment.
- Strong analytical skills with proficiency in Microsoft Excel (VLOOKUP, Pivot Tables, Macros).
- Familiarity with WFM software tools such as IEX, Verint, Aspect, or Genesys.
- Excellent communication and interpersonal skills to engage with various levels of management.
- Ability to work under pressure and make sound decisions in a fast-paced setting.
- Strong sense of urgency and attention to detail.
- Willingness to work onsite in Ortigas and flexibility with shift schedules.