WFM Real Time Analytics

apartmentSeaBank placeMandaluyong scheduleFull-time calendar_month5/6/26

The WFM Real Time Analytics is responsible for delivering accurate, data-driven insights to optimize workforce performance, operational efficiency, and service levels. This role focuses on real-time monitoring, understand historical trends & reporting, and predictive analytics to support workforce management (WFM) strategies in a dynamic environment.

The ideal candidate has expertise in WFM systems, with a solid real-time analytics background to drive data-informed decision-making and continuous improvement.

Real-Time Monitoring & Optimization

Monitor live operational performance across multiple channels (calls, chat, email, etc.) to ensure alignment with forecasts and schedules.
Take intraday actions such and not limited to: adjusting breaks/lunches, recommending overtime (OT), and reallocating resources across skills or channels.
Provide real-time adjustments to schedules, skill assignments, and resource allocation to meet operational goals.
Escalate anomalies, outages, or volume spikes, recommending data-backed corrective actions.
Work closely with internal and external operations teams to maintain optimal staffing and minimize service disruptions.

Workforce Reporting & Data Analysis

Generate accurate & timely real-time, intraday, and end-of-day reports on workforce trends for the organization.
Analyze historical data to identify trends, forecast accuracy gaps, and workforce optimization opportunities.
Ensure data integrity and consistency across all reporting systems.
Strengthen scheduling and forecasting accuracy through cross-insights sharing.

Continuous Improvement & Strategic Insights

Identify inefficiencies in current workforce reporting and real-time monitoring, recommending process improvements.
Work with IT and WFM teams to enhance data collection, automation, and reporting accuracy.
Stay updated on workforce analytics trends, WFM technology advancements, and industry best practices.

Requirements:

Graduate of any 4-year course is a plus (preferably in banking and finance or any related courses).
At least a year of experience in Workforce management with the fundamentals of real-time analytics & reporting
Must be MS Excel & Google Sheets savvy in the way for Workforce Management and able to communicate the story behind the numbers observed/generated
Ability to work flexible schedules, including weekends, if needed
Okay to work either in Mandaluyong City and/or Cubao

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