WFM Analyst-Real Time

IBEX

Full-time Information and Record Clerks
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Location
Paranaque City, Metro Manila, Philippines
Posted
July 03, 2026

Job Description

Overview

The Real Time Analyst manages and/or balances service levels for the call center across programs, internal locations, lines of business and products. The analyst manages the performance of the call center according to any contractual agreements and internal goals; the focus is to create positive experiences for customers while maintaining an efficient call center enterprise.

Responsibilities

  • Monitors real-time call volume and schedule conformance to efficiently utilize staffing resources and to meet any necessary contractual obligations
  • Coordinates and manages same day and/or short term off-line event scheduling for call center agents while maintaining acceptable performance of the call center
  • Provides the WFM Scheduling team future exceptions for scheduling in IEX in order to consistently maintain appropriate staffing levels
  • Monitors CMS and RTA to assist the management teams with acceptable agent ...

    • Job Details

    • Job Type
      Full-time
    • Category
      Information and Record Clerks
    • Date Posted
      July 03, 2026
    • Application Deadline
      August 12, 2026