Job Summary

We are looking for a Workforce Management (WFM) Real Time Analyst to monitor real-time operations, track agent schedule adherence, and support workforce optimization. The role is responsible for managing intraday staffing, queue performance, service levels, and adherence reporting while partnering closely with Operations and WFM teams to ensure business targets are achieved.

Key Responsibilities

Monitor real-time agent adherence using WFM and ACD tools.
Manage real-time queues, staffing levels, and workforce exceptions.
Analyze intraday performance and provide staffing recommendations for overstaffing and understaffing situations.
Prepare and distribute daily, weekly, and monthly performance reports.
Conduct root cause analysis (RCA) for service level misses and recommend corrective actions.
Coordinate with Operations to improve schedule adherence and workforce efficiency.
Activate contingency plans during service level challenges, outages, or operational disruptions.
Support process improvements, dashboard enhancements, and reporting automation initiatives.
Maintain workforce management documentation, training materials, and best practices.

Qualifications

At least 2 years completed in college.
Minimum 2 years of experience in Real-Time Management or Workforce Management.
Strong understanding of WFM principles, forecasting, scheduling, and adherence management.
Experience with WFM tools such as Calabrio, Verint, EWFM, or similar platforms.
Advanced MS Excel skills; VBA knowledge is an advantage.
Excellent analytical, communication, organizational, and time management skills.
Willing to work on nightshift in Quezon City.

Preferred Skills

Real-time monitoring and queue management.
Reporting and data analysis.
Workforce planning and intraday reforecasting.
Stakeholder management and collaboration.
Problem-solving and decision-making in a fast-paced environment.

Why Join Us:

At Cognizant, we don't just offer jobs—we build careers that thrive in the digital era.

Growth That Matters – Clear career paths, continuous learning, and opportunities to move into leadership or specialized roles. You're not just filling a seat—you're building a future.
Support That Empowers – A collaborative culture where your voice is heard, your ideas matter, and your well-being is prioritized through strong benefits and work-life balance.
Impact That Inspires – Work on global accounts that shape industries, influence millions of users, and give you a sense of purpose beyond the paycheck.

Your future starts here—grow, thrive, and make an impact with Cognizant.

Real Time Analyst (RTA)