WFM Real Time Analytics - Operations MariBank

Job Description

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.
  
  

• 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