WFM Real Time Analyst

Manulife

. Monitor real-time adherence across multiple sites .

Posted 11/12/2026full-timeQuezon City • PhilippinesJuniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in real-time adherence monitoring and Workforce Management (WFM) tools, including Verint Impact 360 and Avaya IQ. Proficient in data analysis, reporting, and enhancing customer satisfaction through effective staffing and operational strategies.

Highest-signal resume keywords

Real Time AnalysisWorkforce Management (WFM) ToolsData Analysis and ReportingCall Center OperationsMathematical and Statistical Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Real Time AnalysisData AnalysisReport CreationSchedule AdjustmentsStatistical SkillsAnalytical SkillsCall Center MetricsAttention to DetailTrend IdentificationNegotiation Skills

Soft Skills

Relationship ManagementCommunication SkillsCollaboration SkillsProblem-Solving SkillsAttention to Detail

Tools & Technologies

Verint Impact 360Avaya IQPower BIAWS ML ModelsAzure AIChatGPT-based AutomationsRPA with AIMicrosoft ExcelMicrosoft AccessCitrix

Certifications & Qualifications

Basic Excel TrainingWFM Program Training

Industry Keywords

Service Level Agreements (SLAs)Workforce TeamCustomer SatisfactionCall Volume ManagementStaffing Levels

Tech Stack

Tools & technologies

AWSAzureCitrixRPA

About the role

Key responsibilities & impact

Monitor real-time adherence across multiple sites
Handle adherence issues and log schedule changes in Verint, including reporting system outages
Review and flag auxiliary activities of out-of-adherence agents to ensure calls meet Service Level Agreements (SLAs)
Manage call volumes and staffing levels across sites for optimal efficiency
Process schedule adjustments and leave requests
Monitor and report leave allocations that may impact staffing plans
Collaborate with leaders to maintain staffing and procedural consistency
Respond to email inquiries
Participate in initiatives to enhance customer satisfaction
Create accurate reports on Service Level performance

Requirements

What you’ll need

At least 1 year of related experience as a real time analyst
Prior exposure or training with other WFM skillsets (scheduling, forecasting, etc.) is a plus
High level of mathematical, statistical and analytical skills
Ability to prepare well-composed oral and written reports and presentations for management and business unit audiences
Knowledge of tools and resources utilized by the Workforce Team
Excellent knowledge of call center operations, metrics, and related technology
Skilled in Workforce Management (WFM) tools, including Verint Impact 360 version 11 and Avaya IQ
Experience using AI-powered analytics tools, such as Power BI with AI insights, AWS ML models, Azure AI, ChatGPT-based automations, and RPA with AI
Proficient in Microsoft applications such as Excel and Access, alongside other relevant software
Completed training in Basic Excel and WFM programs
Strong PC skills and ability to toggle between multiple applications within Citrix
Excellent relationship management and negotiation skills
Attention to detail and ability to identify trends and take remedial actions in high-pressure environments

Benefits

Comp & perks

Flexible work environment
Learning and career growth opportunities
Well-being and inclusion support
Equal opportunity employment
Reasonable accommodation during the application process