WFM Real Time Analyst Lead - Manila, Hybrid

Our Team

The Workforce Management (WFM) team at VistaPrint is responsible for real-time management of the center’s service level performance for all contact channels. This includes ensuring that agents remain in adherence to their schedules and shrinkage activities continue to occur as planned or as best as performance allows. The WFM Real Time Analyst Lead is responsible for handling within Domain Service Level Targets and deploy mitigation strategies when Service Levels are below target. In addition, this role also implements contingency plans for outages or other emergencies and collaborates cross-functionally to ensure speedy recoveries.

What You Will Do

• Apply and suggest guidelines across all WFM functional areas, including Real Time and Intraday operations.

• Coordinate day-to-day operations to ensure efficient resource utilization, including short-range planning and real-time management.

• Provide constant reviews and feedback on potential risks and opportunities, and take appropriate corrective measures.

• Ensure that Standard Operating Procedures (SOPs) are current and continuously improved.

• Communicate plans to Operations and implement mitigation plans if necessary.

• Manage initiatives aligned with the Workforce Management Road Map and ensure the quality and accuracy of reports from the RTA team.

• Monitor and respond to service and adherence issues using specialized business tools, forecasts, and real-time statistics.

• Act as a mentor and coach, educating team members in real-time management.

• Rapidly implement actions to mitigate business-critical impacts, including IT outages, and prepare preventive strategies

Your Qualification

At VistaPrint, we are striving to hire individuals that add new ideas and perspectives to our teams and enhance our culture. No matter your background or work experience, we strongly encourage you to apply—even if you feel that you don’t meet the exact requirements or have the same qualifications. You might be a great candidate for this or other opportunities.

• In-depth knowledge of Real Time management within a contact center environment.

• Ability to align strategy with the ongoing reality and demands of the department and business.

• Detailed understanding of Call Routing and Workforce Management solutions.

• Understanding of the potential impact of change upon the Operation associated with initiatives such as new Product releases, changes to call routing strategy or the IVR.

• Thorough understanding of Long Term Resource Planning, Budgeting and Scheduling Processes.

• High proficiency in influencing, presenting alternatives, resolving conflict, and managing high-risk situations.

• Well-developed leadership skills to counsel, direct, motivate, and recognize staff.

Nice to Have

• Degree in Statistics, Business, or Mathematics, providing a strong quantitative foundation.

• Technical skills: advanced Excel (Power Query, VBA) and general data manipulation proficiency are highly valuable for generating deep insights.

• Soft skills: storytelling capabilities in root cause analysis and a focus on team coaching and training are key for effectively leading and influencing operational outcomes

Why You'll Love Working Here

There is a lot to love about working at VistaPrint. We are an award winning Remote-First company. We’re an inclusive community. We’re growing (which means you can too). And to help orient us all in the same direction, we have our Vista Behaviors which exemplify the behavioral attributes that make us a culturally strong and high-performing team.

About Us

VistaPrint is the design and marketing partner to millions of small businesses around the world. For over 20 years we’ve been inspired by small businesses, and we work incessantly to deliver solutions to their evolving needs. Together, VistaCreate, 99designs by Vista and VistaPrint represent a full-service design, digital and print solution, elevating small businesses’ presence in physical and digital spaces and powering them to achieve success. VistaPrint is focused on making great marketing and design accessible to every small business owner, allowing them to create a cohesive brand image for use in-store, online and on-the-go.

Commitment to Diversity, Equity, & Inclusion

VistaPrint exists to help our customers live their dreams. Each dream is unique – and the VistaPrint team needs to be as well. We believe in the unique contributions of everyone within a diverse global organization. We are collaborative, inclusive, and innovative. We strive to role model and live an inclusive culture of fairness, respect and belonging for all. And we work together to empower each other, creating a space in which each of us can spark our next great idea.

Equal Opportunity Employer

VistaPrint, a Cimpress company, is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, sex, national or ethnic origin, nationality, age, religion, citizenship, disability, medical condition, sexual orientation, gender identity, gender presentation, legal or preferred name, marital status, pregnancy, family structure, veteran status or any other basis protected by human rights laws or regulations. This list is not exhaustive and, in fact, in many cases, we strive to do more than the law requires.