A Workforce Analyst is responsible for forecasting, scheduling, and real-time monitoring of workforce operations to optimize staffing levels and ensure efficiency. They analyze historical data, generate reports, and provide insights to improve productivity and meet business goals. Additionally, they collaborate with operations teams to manage intraday adjustments, track key performance metrics, and enhance overall workforce planning.
Work setup:
Onsite - Quezon City
Salary:
35,000 - 40,000
HC: 4
Qualifications:
1st Opening:
Bachelor's degree holder or equivalent experience.
At least 1-2 years of experience in Workforce Management (WFM) and Reporting.
Strong analytical skills with the ability to interpret data effectively.
Proficiency in Microsoft Excel, Power Queries, and Data Modeling for reporting and analysis.
Ability to collaborate across all levels of the organization to capture, manage, and communicate key metrics.
Excellent written and verbal communication skills.
2nd Opening:
At least a high school graduate.
Minimum 1–2 years of experience in a Customer Service environment with a focus on Workforce Management (WFM).
Experience using WFM tools such as Avaya, CMS, Genesys, Verint, etc.
Responsibilities include analyzing, monitoring, and responding to real-time staffing levels, call volumes, busy lines, and production issues.
Optimize skill sets to prevent call queues and promptly escalate any concerns to the local Management Team.
3rd Opening:
Bachelor's degree holder or equivalent experience.
At least 1–2 years of experience in Workforce Management (WFM) and Reporting.
Strong analytical skills with the ability to interpret data effectively.
Proficiency in Microsoft Excel, Power Queries, and Data Modeling for reporting and analysis.
Ability to collaborate across all levels of the organization to capture, manage, and communicate key metrics.
Excellent written and verbal communication skills.
4th Opening:
Bachelor’s degree holder or equivalent experience.
At least 1–2 years of experience in Workforce Management (WFM) and Reporting.
Strong analytical skills with the ability to interpret data effectively.
Proficiency in Microsoft Excel, Power Queries, and Data Modeling for reporting and analysis.
Ability to collaborate with all levels of the organization to capture, manage, and communicate key metrics.
Excellent written and verbal communication skills.
