WFM Real Time Analyst
Manulife — Quezon City
Posted 2026-10-07
The CSC Operations Real Time Analyst is responsible for multi-site real-time monitoring, queue management, tracking of schedule adherence and management of resources driven by real time trends to ensure consistency in Service Level performance. Position Responsibilities: Monitor real-time adherence across multiple sites, handle adherence issues, and log schedule changes in Verint, including reporting system outages. Ensure calls meet Service Level Agreements (SLAs) by reviewing and flagging the auxiliary activities of agents who are out-of-adherence. Manage call volumes and staffing levels across sites for optimal efficiency, including processing schedule adjustments and leave requests. Monitor and report leave allocations that may impact staffing plans, and collaborate with leaders to maintain staffing and procedural consistency. Respond to email inquiries, participate in initiatives to enhance customer satisfaction, and create accurate reports on Service Level performance. Required Qualifications: With at least 1 year related experience as a real time analyst. Prior exposure or training with other WFM skillsets (scheduling, forecasting, etc.) is a plus High level of mathematica