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

Gratitude Inc

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4 days ago

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

2-4 Year(s)

₱ 25 - ₱ 30K p.m

Manila (Eastwood quezon city)

Job Description

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)

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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.

Role

WFM

Timings

Day Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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