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Workforce Management Real Time Analyst

Talentmate

Philippines

9th May 2026

2605-20917-8

Job Description

Liaise with the Head of Operations, in creating and developing long term volume forecast and staffing.
Responsible in preparing schedule requirements for all accounts by balancing restrictions with customer requirements
Updates and processes data for real-time performance analysis and obtains quantifiable performance figures (e.g. call volume, AHT, running service level) to make critical recommendations to address account performance issues.
Utilize the Workforce Management tool and practices to develop volume and handle time forecasts based on call arrival patterns, seasonal changes, holiday planning and new business initiatives
Review call routing variables and provide recommendations for improving customer experience
Provide daily/weekly/monthly updates on departments performance including causes and trends for business misses as well as action taken to prevent loss
Responsible for Real Time Adherence and Queue Management to support client/account service level agreements and offer strategic recommendations to improve productivity while balancing required service levels.
Responsible in managing, controlling and reporting non-adherence to schedules
Adheres to prescribed formats in updating attendance and scheduled swaps
Acts as our point of contact in processing and identifying schedule exceptions (e.g.

trainings, coaching sessions, etc.).

May be occasionally responsible in conducting training for Team Leaders to equip them with the necessary skills for real-time queue management.
Coordinate with other units (e.g. HR, IT, Operations, etc.) to identify hiring strategies for new campaigns and attrition replacements
IMS, ISO, Data Privacy and Information Security:
Ensure compliance of the team on all IMS and ISO related documents, policies and procedures.
Comply with the organizations information security and data privacy policies, procedures, and guidelines to ensure the protection of sensitive data, safeguarding the confidentiality, integrity, and availability of all information. This includes adhering to established protocols for securely handling, storing, and transmitting data while ensuring compliance with applicable legal and regulatory requirements.
Attend mandatory annual Information Security (InfoSec) and Data Privacy Act (DPA) awareness training to stay informed about the latest security practices and maintain compliance with relevant obligations

Job Details

Role Level:	Entry-Level	Work Type:	Full-Time
Country:	Philippines	City:	Makati National Capital Region
Company Website:	https://www.equicomservices.com/	Job Function:	Information Technology (IT)
Company Industry/ Sector:	Telephone Call Centers and Outsourcing and Offshoring Consulting

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