Gratitude India

Workforce Management (WFM) Real-Time Analyst & Helpdesk Support Specialist

2 - 4 year(s)

Philippines - Manila (Eastwood quezon city)

25000 - 30000 Thousand p.m

Job Description

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Role: WFM

Timings: Day Shift (Permanent)

Industry: BPO

Work Mode: Work from office

Functional Area: ITES / BPO / Customer Service

Process: Voice

Key Skills:

Technical
Real Time Analyst
WFM tools
Workforce Analyst
WFM.
BPO Experience
At least 3 years in WFM with Scheduling background working with WFM tools i.e. Verint, IEX
WFM tools (e.g., NICE, Verint, Aspect)

Job Title: WFM Real-Time Analyst – Helpdesk Customer Support
Location: Onsite | McKinley
We are seeking a detail-oriented and proactive WFM Real-Time Analyst to support our Helpdesk Customer Support operations. This role is responsible for ensuring optimal staffing, monitoring real-time performance, and maintaining service level targets in a fast-paced, multi-channel support environment.
Key Responsibilities:
- Monitor real-time queues across chat, email, phone, and ticketing systems to maintain SLA performance and workforce efficiency.
- Track agent adherence, manage intraday staffing adjustments, and escalate service risks such as volume spikes or queue backlogs.
- Analyze key metrics including AHT, ASA, service levels, and occupancy, providing actionable insights to Operations.
- Support forecasting, scheduling, and capacity planning using historical trends and business drivers.
- Maintain accurate WFM data, schedules, and reporting dashboards.
- Collaborate with Operations, Training, QA, and HR to align workforce plans with business needs.
- Generate daily, weekly, and monthly workforce reports and performance insights.
Qualifications:
- Bachelor’s degree or equivalent experience.
- At least 2 years of experience in WFM, RTA, or BPO operations.
- Familiarity with WFM tools (e.g., NICE, Verint, Genesys) and CRM platforms (Zendesk, Salesforce).
- Strong analytical, Excel, and communication skills.

Note: Gratitude doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@gratitudeindia.com.

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Isaac Love

Recruiter - Gratitude India

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