Global Support Workforce Management & Real-time Analyst - Manila, PHL

Benefits

Parental leave

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Non-birth-parent leave

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Family-building benefits

• Fertility benefits: Not verified
• Adoption assistance: Not verified
• Surrogacy assistance: Not verified

Mental health support

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Relocation assistance

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Childcare support

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Learning budget

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Verification

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Salary

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Market context

U.S. role benchmark (BLS OEWS)

$93,011 U.S. median for this role

Projected growth (BLS Employment Projections)

+5.1% - Faster than average

Matched to SOC 13-1161 - Marketing aggregate by role bucket.

Source: U.S. Bureau of Labor Statistics, OEWS, May 2024 and Employment Projections, 2024-2034.

Schedule

Shift type

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Weekend work

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Application

Cover letter

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Assessment

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Deadline

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Where they hire

State eligibility is not yet verified.

About this role

Global Support Workforce Management & Real-time Analyst - Manila, PHL Manila, PHL Who we are In the past, to be a successful restaurateur, you simply had to have a passion for food and a passion for people - but to succeed as a digital restaurateur you also need to have a passion for technology. We believe in the joy of serving others, and that's why we created Otter - to help restaurateurs succeed in online food delivery. Restaurants around the world, both large and small, including Chick-fil-A, Ben & Jerry's, KFC, and Eataly trust our software to power their delivery business. We increase sales, reduce order issues, and decrease delivery headaches. About the role: The Workforce Management (WFM) Real-Time Analys t is responsible for monitoring, managing, and optimizing real-time performance across Customer Support operations. This role ensures service level attainment, efficient staffing utilization, and rapid response to intraday performance variances. The ideal candidate is analytical, detail-oriented, and highly responsive, with a strong understanding of contact center operations and workforce planning principles. What you'll do - Develop and maintain accurate workforce management forecasts and schedules based on historical data, anticipated call/chat/email volumes, and staffing requirements. - Monitor real-time performance metrics such as call/chat/email volumes, service level, and agent adherence to schedule. - Identify trends and patterns in customer support demand and make proactive recommendations to optimize staffing levels and resource allocation. - Monitor and manage inbound queues, ensuring timely response to customer inquiries across multiple channels. - Collaborate closely with team

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