WFM Real Time Analyst – Helpdesk Customer Support (Summary)

Location: McKinley, Philippines (Onsite)

Shift Schedule: To Be Determined (Rotational)

Job Summary

The WFM Real Time Analyst will be responsible for workforce management activities including real-time queue monitoring, scheduling, forecasting, capacity planning, reporting, and service level management. The role supports customer service operations by ensuring adequate staffing, optimizing workforce utilization, maintaining schedule adherence, and driving operational efficiency across multiple support channels.

Key Responsibilities

• Monitor real-time queues across chat, email, phone, and ticketing channels to maintain service levels.
• Track agent adherence, staffing coverage, queue health, and workforce performance metrics.
• Manage workforce forecasting, capacity planning, staffing models, and scheduling activities.
• Prepare daily, weekly, and monthly workforce reports covering service levels, occupancy, utilization, shrinkage, and productivity.
• Support scheduling, shift management, overtime planning, leave management, and workforce adjustments.
• Analyze workforce trends, absenteeism, attrition, and staffing requirements to support business needs.
• Maintain workforce management systems, CRM dashboards, and reporting tools.
• Support digital advertising-related operations by aligning staffing requirements with campaign cycles, billing periods, and platform activities.
• Collaborate with Operations, QA, Training, HR, and Team Leads to improve workforce efficiency and service delivery.
• Identify process improvement opportunities and support continuous improvement initiatives within the WFM function.

Requirements

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• Minimum of 2 years' experience in Workforce Management, Customer Support, Technical Support, Operations, or a related role.
• Experience within a BPO, Digital Advertising, Online Marketing, or Customer Service environment is preferred.
• Knowledge of workforce management concepts including forecasting, scheduling, capacity planning, service level management, and real-time monitoring.
• Familiarity with WFM platforms such as NICE IEX, Verint, Genesys WFM, Aspect, Calabrio, or similar tools.
• Experience using CRM and ticketing systems such as Salesforce, Zendesk, or Freshdesk.
• Strong understanding of key WFM metrics including AHT, ASA, Occupancy, Utilization, Shrinkage, Adherence, and Service Level.
• Proficiency in Microsoft Excel and Google Sheets for reporting, analytics, and workforce planning.
• Working knowledge of digital advertising platforms and advertiser support operations is an advantage.
• Excellent analytical, communication, reporting, and problem-solving skills.
• Ability to work effectively in a fast-paced, high-volume, rotational shift environment.