WFM Analyst-Real Time

IBEX

📍 Paranaque City, Metro Manila, Philippines 💼 Full-time 🕒 Posted June 30, 2026

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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 ...
            

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Job Details

Location Paranaque City, Metro Manila
Job Type Full-time
Category Information and Record Clerks
Posted Date June 30, 2026
Application Deadline August 09, 2026