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

10 candidate(s) have already applied for this Job. Don't miss out. Apply now

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.

Search more jobs

Isaac Love

Recruiter - Gratitude India

View Details

Manila ,

Followers

Similar Jobs

View All

Now Hiring: USRN Coders (Work From Home)

2 - 5 year(s)

Confidential

Gratitude India

Manila

BPO

Account Manager

Client Services Manager-MOA

3 - 5 year(s)

90000 - 110000 Thousand p.m

Gratitude India

Manila

BPO

Client Servicing/Key Account Manager

CSR insurance Account -WNS Bridgertowne site

1 - 22 year(s)

20000 - 23000 Thousand p.m

Gratitude India

Manila

BPO

Account Manager

(CRITICAL HIRING) Associate Director for Quality - Healthcare | Taguig/ Day shift (Immediate Joiners only)

7 - 10 year(s)

10000 - 180000 Thousand p.m

Gratitude India

Manila

BPO

Account Manager

Associate Director for Operations

10 - 15 year(s)

266000 - 426000 Thousand p.m

Gratitude India

Manila

BPO

WFM

(URGENT) Business Intelligence Manager- WFM

1 - 2 year(s)

Confidential

Gratitude India

Manila

BPO

Data Analyst

Multilingual Customer Support (Khmer – Cambodia)

0 - 1 year(s)

60946 - 113346 Thousand p.m

Gratitude India

Manila

BPO

Account Manager

CSR insurance Account -WNS Bridgertowne site

1 - 22 year(s)

23000 - 25000 Thousand p.m

Gratitude India

Manila

BPO

Account Manager

Mortgage Support Specialist (WFH | Nationwide)

1 - 5 year(s)

Confidential

Gratitude India

Manila

BPO

Mortgages

Operations Lead-QC

10 - 26 year(s)

100000 - 125000 Thousand p.m

Gratitude India

Manila

BPO

Account Manager