WFM Real Time Analyst: Comprehensive Job Overview

The WFM Real Time Analyst for the Helpdesk Customer Support account is a critical operational role focused on balancing agent resources with incoming contact volumes to meet service level agreements (SLAs). Based onsite in McKinley, this position manages the delicate intersection of human capital and technical demand within a high-pressure BPO environment.


1. Core Role & Strategic Impact
The primary objective of the Real Time Analyst is to ensure that the helpdesk maintains adequate coverage across all support channels, including chat, email, phone, and ticketing. By monitoring live queues, the analyst protects the **Service Level (SL)** and ensures that customer inquiries are handled within contractual timeframes.


2. Detailed Responsibilities
Real-Time Monitoring & Adherence
* Queue Oversight: Monitor live inbound queues to ensure balanced workload distribution and immediate response to volume spikes.

* Adherence Tracking: Use CRM and WFM dashboards to track agent availability, responding to deviations that impact staffing coverage.

* Intraday Adjustments: Proactively escalate staffing shortfalls and recommend real-time adjustments to recover service levels during unexpected events.

* Metric Management: Monitor and document anomalies in AHT (Average Handle Time), ASA (Average Speed of Answer), and abandonment rates.

* Welfare Coordination: Manage the real-time scheduling of breaks and lunches to minimize service impact while ensuring labor policy compliance.


Forecasting & Capacity Planning
* Volume Projection: Develop short- and medium-term forecasts using historical data and digital advertising calendars (e.g., campaign launches or billing cycles).

* FTE Modeling: Translate forecasted volumes into required Full-Time Equivalent (FTE)headcount across billing, technical support, and compliance queues.

* Quarterly Planning: Collaborate with leadership to account for attrition, training ramp timelines, and planned leave in long-term capacity models.

* Accuracy Logging: Maintain logs to track variance between predicted and actual volumes to refine future forecasting precision.


Scheduling & Shift Management
* Roster Publication: Build and maintain agent schedules that optimize coverage against forecasted demand while respecting agent preference policies.

* Change Management: Process shift swaps, overtime, and time-off requests, ensuring the WFM system accurately reflects the live roster.

* Multi-Skill Alignment: Design scheduling models that match agent capabilities (e.g., billing vs. technical support) to the specific queue profiles they serve.

* Training Coordination: Incorporate new hire onboarding and refresher sessions into staffing plans without creating coverage gaps.


Reporting & Data Analytics
* Operational Reports: Produce recurring reports on queue health, utilization rates, occupancy, and shrinkage.

* Root Cause Analysis: Identify reasons for service level misses and provide corrective recommendations to the Operations Manager.

* KPI Tracking: Surface early warning signals regarding absenteeism, attrition trends, and productivity per agent.

*Business Reviews: Prepare workforce analytics for monthly and quarterly reviews to support data-driven leadership decisions.


Specialized Domain Support
* Digital Advertising: Use knowledge of ad campaign lifecycles and policy enforcement timelines to anticipate inbound volume triggers.

* Billing & Compliance: Build specific staffing plans to handle end-of-month invoice cycles and payment failure spikes.

* System Administration: Maintain agent records in the WFM platform, including skill assignments and shift patterns.


3. Key Qualifications

Education & Experience
* Degree Bachelor’s degree in Business, Marketing, Communications, or a related field.

* Professional Background: At least 2 years of experience in customer support, technical support, or workforce management.

* Industry Focus: Prior experience in a BPO, digital advertising, or online marketing environment is strongly preferred.


Technical Skills
* WFM Principles: Working knowledge of forecasting, capacity planning, and shift scheduling.

* Software Proficiency: Familiarity with WFM tools (e.g., NICE IEX, Verint, Genesys) and CRM platforms (e.g., Salesforce, Zendesk).

* Data Tools: Expert-level proficiency in Microsoft Excel or Google Sheets for building complex staffing models and reports.

* Advertising Knowledge Understanding of platforms like Meta Business Suite or Google Ads, and how their billing/policy cycles drive contact volume.


Communication Skill
* Written: Ability to convey complex scheduling data and performance updates clearly in English.

* Verbal: Confident communicator capable of making real-time staffing decisions under pressure and conveying them to team leads.


4. Employment Terms
* Salary: 25,000 – 27,000 PHP
* Location: Onsite at McKinley
* Shift: Shifting schedule, with specific hours to be determined (TBD).