WFM Analyst
Location
Taguig, National Capital Region
Job Type
Full-time
Category
other-general
Posted
June 02, 2026
Eligibility:
1) Bachelor’s degree or equivalent in any field.
2) Excellent communication & presentation skills
3) 2–4 years of experience in Workforce Management
Key Requirements:
- Scheduling & RTA –
- Manage AHT, shrinkage, leaves, breaks, training, coaching, and meeting schedules and adherence.
- Publish and maintain weekly/monthly schedules and rosters.
- Monitor queues, breaks, and agent adherence in real time.
- Take corrective actions during intraday deviations (e.g., modifying skilling, overtime, VTO).
- Reporting & Analytics –
- Generate daily, weekly, and monthly WFM reports (AHT, ACD hours, adherence, Sentiments, Recontact etc.)
- Maintain data accuracy across WFM systems (e.g., CMS Avaya, NICE WFM)
- Inventory Management – (Seat & locker allocation, headset, MTC and thin clients tracking...