As we continue to expand, Liveware ensures high-quality service and success for both our clients and our team. Specializing in multiple industries, we are one of the leading outsourcing companies in the Philippines.

Be part of our journey. Be part of our success!

We’re looking for an experienced and reliable Real Time Analyst, Scheduler and OIC to work with our growing team in our beautiful office in Makati.

Responsibilities:

Workforce Scheduling & Planning

• Develop and publish agent schedules based on forecasted volume, staffing requirements, and business rules
• Update schedules for shift bids, PTO approvals, training, coaching sessions, and other offline activities
• Ensure proper allocation of skills and staffing distribution across intervals to support service level goals
• Maintain accurate agent profiles, skill assignments, and schedule records within WFM systems

Intraday Schedule Management

• Monitor adherence trends and recommend schedule changes to optimize productivity and coverage
• Coordinate real-time schedule adjustments such as break/lunch movements, OT/UT opportunities, and activity reassignments
• Support the real-time team in balancing service levels across queues based on updated staffing plans
• Reporting, Analysis and Generation
• Generate scheduling reports, variance analysis, and staffing summaries for Operations and leadership
• Identify trends in absenteeism, schedule adherence, and staffing gaps, providing recommendations for improvement
• Assist in maintaining historical schedule data for long-term planning and forecasting purposes
• Monitor, track, and report agent schedule adherence and employee occurrences, and report allocation to the workforce management team that may trigger changes in staffing plan and schedule

Cross-functional Coordination

• Performs other related duties as may be assigned either in support of divisional/departmental goal attainment or for his personal and professional training, education or development as programmed by Operations
• Serve as a key liaison between Workforce Management and Operations to ensure alignment of staffing plans and execution
• Communicate operational updates, performance risks, and action plans to stakeholders and leadership
• Identify opportunities to streamline processes, improve reporting, and enhance operational efficiency

Systems Processes & Policy

• Use WFM and telephony platforms (e.g., Avaya, NICE, Genesys, InContact) for real-time management
• Maintain updated agent profiles, skills, and schedule information within WFM tools.
• Troubleshoot basic system or data issues and escalate technical concerns as needed
• Ensure all policies & procedures are adhered to, including compliance obligations
• Implement functional organizational design & optimal workforce planning

OIC & Leadership Responsibilities

• Act as the Officer-in-Charge (OIC) for the Operations Manager during their absence, assuming full operational leadership, decision-making authority, and accountability for service delivery and team performance
• Oversee daily operational performance of assigned teams to ensure achievement of KPIs, SLAs, and client expectations
• Provide visible, hands-on leadership through real-time guidance, coaching, and direction to agents and Team Leaders to drive performance, engagement, and accountability
• Proactively monitor attendance, schedule adherence, and agent behavior, addressing gaps early and ensuring consistent compliance with company policies and client requirements
• Address escalations, operational issues, and employee concerns in a timely and professional manner
• Role model company values and leadership behaviors, holding others accountable to the same standards and fostering a respectful, high-performance work environment

Requirements:

• Must be willing to work on site
• Must be willing to work on flexible schedules (including nights)
• Bachelor’s degree preferred; equivalent WFM or operations experience accepted
• At least 2–3 years of experience in a BPO environment, with exposure to Workforce Management (RTA/Scheduling) and Operations leadership or supervision
• Solid understanding of WFM processes such as forecasting, scheduling, and intraday management
• Proficiency in WFM tools (e.g., NICE, IEX, Genesys, Avaya, InContact)
• Excellent skills in productivity tools like Excel or Google Sheets
• Strong understanding of WFM concepts, including forecasting, scheduling, intraday management, and adherence
• Experience supervising or leading teams in a contact center environment
• Strong analytical skills with close attention to detail and accuracy
• Excellent communication skills for coordinating with Operations, Team Leads, and cross-functional teams

What we offer:

• Competitive salary
• Pioneering role
• Career growth opportunities
• HMO within the first month
• Additional paid vacation leave
• Monthly allowance
• Excellent professional development
• Hands-on support both locally and internationally
• Collaborative work environment and great work culture
• Be part of a fast-growing company