412 Management Analyst jobs in the Philippines

This position will be responsible for ensuring optimal forecasting, staffing and schedule compliance levels for existing programs and forecast future staffing needs to support recruitment efforts. In addition, this position will work closely with Program Directors to assess impact of daily absences, changes in call volumes, etc. In addition this position will be responsible for accurately updating and managing multiple databases used to provide efficient workforce management services and data analytics for multiple client teams. The function entails extensive experience in the call center environment with the ability to learn the Aspect eWorkforce Management application.

POSITION RESPONSIBILITIES

• Provides daily forecasts and schedules for assigned teams

• Works with existing teams to incorporate additional Aspect eWorkforce Management solutions

• Provides hiring needs analysis to existing client teams

• Provides Program Directors proactive staffing recommendations, based on specific client metrics

• Enters agent staffing exceptions/change into Excel spreadsheet daily or weekly, as determined by client

• Updates personal account balances bi-weekly in Aspect eWorkforce Management

• Updates key workforce management metric tracking spreadsheets on shared drive for all client teams

• Updates daily call volume and time updates in Aspect eWorkforce Management for client teams

MINIMUM COMPETENCY REQUIREMENTS

Education: Bachelor's degree is required

Work Experience: At least two years of call center experience required and at least one year Aspect eWorkforce Management software experience preferred.

Exceptionally fluent in English; written and oral communication skills

ADDITIONAL SKILLS

• English proficiency required

• Must have a working knowledge of computer technology that includes Aspect eWorkforce Management software and Excel; have a strong understanding and knowledge of the workforce management process and strong analytical skills. This individual must be a strong communicator and change agent.

• Working knowledge of computer technology that includes: Intermediate to Advanced MS Word, Excel and Outlook as well as Aspect eWorkforce Management Software. Also, individuals must possess the ability to learn and understand new software and other technology applications as introduced by the Client and Alta Resources.

• Ability to read and comprehend instructions, short correspondence, and memos. Ability to write general correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients and other employees of the organization.

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

• Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

• This position requires exemplary attendance, schedule flexibility, and an aptitude for time management.

• Proven experience communicating with peers and associates. Ability to evaluate requirements and make sound recommendations.

Job Description

The Real Time Management Specialist monitors live operations, makes immediate staffing adjustments, and ensures service level targets are met throughout the day. This role requires quick decision-making abilities and strong understanding of real-time operational dynamics.

Key Roles and Responsibilities

• Monitor real-time service levels, queue volumes, and agent availability

• Make immediate staffing adjustments to maintain service targets

• Coordinate with operations teams on break schedules and agent movements
• Manage intraday schedule changes and emergency coverage

• Track and communicate service level performance throughout the day

• Escalate capacity issues and recommend solutions

• Maintain real-time dashboards and communication channels

• Document intraday activities and performance variances

Required Knowledge and Skills

• 1-3 years experience in real-time management or operations

• Strong understanding of contact center metrics and KPIs

• Knowledge of real-time management principles and best practices

• Experience with workforce management real-time modules

• Ability to work under pressure and make quick decisions

• Strong communication and coordination skills

• Mathematical aptitude for quick calculations

Technical Expertise and Tools

• Real-time management modules in WFM systems

• Contact center monitoring dashboards

• Communication systems (chat, phone, email)

• Excel for quick analysis and calculations

• Telephony and ACD reporting systems

• Real-time collaboration tools

Personal Characteristics and Competencies

• Excellent multitasking and prioritization abilities

• Quick decision-making under pressure

• Strong attention to detail and accuracy

• Proactive monitoring and anticipation skills

• Effective communication across multiple channels

• Calm demeanor during high-stress situations

Kenvue is currently recruiting for:

This position reports into Data Management and Strategy Manager and is based at Paranaque, Philippines.

At Kenvue, we realize the extraordinary power of everyday care. Built on over a century of heritage and rooted in science, we're the house of iconic brands - including NEUTROGENA, AVEENO, TYLENOL, LISTERINE, JOHNSON'S and BAND-AID that you already know and love. Science is our passion; care is our talent. Our global team is made by 22,000 diverse and brilliant people, passionate about insights, innovation and committed to deliver the best products to our customers. With expertise and empathy, being a Kenvuer means to have the power to impact life of millions of people every day. We put people first, care fiercely, earn trust with science and solve with courage – and have brilliant opportunities waiting for you Join us in shaping our future–and yours.

The Workforce Management Analyst will be responsible for ensuring that workforce strategies align with operational goals through real-time monitoring, forecasting, and scheduling activities. This role is essential in maintaining schedule adherence, agent availability, and service level performance across contact center operations.

Key Job Responsibilities:

• Monitor call, chat, email, and case queues to ensure service goals are met.
• Oversee real-time adherence to agent schedules including breaks, lunch, and off-phone activities.
• Provide headcount requirements (FTE) for upcoming campaigns and queues.
• Support scheduling and capacity planning for optimal resource allocation.
• Assist in creating reports and dashboards to inform leadership decisions and identify improvement opportunities.
• Collaborate with operations teams to adjust strategies based on real-time trends and variances.

Required Qualifications

• Bachelor's degree in any field.
• Minimum of 1 year experience in workforce management, forecasting, or analytics within a global or large-scale call center.
• Strong background in Real-Time Adherence (RTA) and agent scheduling.
• Analytical thinker with solid decision-making skills and high attention to detail.
• Proficient in interpreting data and transforming it into actionable insights.

Desired Qualifications

• Experience with workforce forecasting tools or platforms and knowledge of multivariate statistical techniques.
• Prior experience in service performance metrics, reporting dashboards, and performance analysis.
• Demonstrated ability to drive results and support business decisions through data.
• Strong communication and stakeholder engagement skills across diverse teams.

·    Competitive Benefit Package

·    Paid Company Holidays, Paid Vacation, Volunteer Time, Summer Fridays & More

·    Learning & Development Opportunities

·    Employee Resource Groups

Kenvue is proud to be an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identify, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Role Details

Type of Support: Workforce Management

Contract Duration: Full Time

Work Type and Location: Onsite, Taguig

Expected Start Date: September 25, 2025

About The Role

A Workforce Management Specialist is responsible for real-time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of incoming calls at the desired service level.

This position interprets data, formulates, and implements modifications to staffing plans for agent schedules and skill assignments to balance resources, both in real-time and in future planning, to meet all service levels and performance guarantees. Uses independent judgment to manage and shift staff resources dynamically to support call center goals and communicate any conditions that may affect success.

The ideal candidate can read data on sight and make recommendations on the strings to pull to drive the team to success. They should have customer support expertise and familiarity with reporting tools, including Microsoft Excel/Google Sheets. They will be expected to maintain several parallel reports with rigid detail and an eye for issues and improvements.

What you'll do:

• Monitoring call/chat/email volume, daily attendance, and program break schedules to maintain efficient distribution among all available resources
• Monitoring and maintaining agent adherence through the use of available systems
• Working closely with the operations and leadership teams to identify individual cases that might impact team performance
• Tracking absenteeism as reported to the workforce team
• Coordinating off-phone agent activity scheduling, such as team meetings and training events
• Proactively providing ongoing internal communications with Leadership on load balancing and staffing requirements in real-time and historically
• Generating ideas for process and service improvement planning
• Participating in and contributing to performance improvement activities
• Completing daily, biweekly, and monthly internal reports
• Sensing trends in real-time to give clarity to PartnerHero and the partner's teams, and identifying opportunities for process and structure improvements
• Assisting with projects and other duties as requested or assigned
• Assisting in implementing and maintaining operational processes to ensure compliance with Company policies, legal requirements, and regulatory mandates
• Reviewing and adhering to all Company policies and procedures and the Employee Handbook

What we expect from you:

• 2-3+ years experience in a BPO organization, as part of workforce management ideally within a customer support, contact center environment
• Solid knowledge of Google Sheets, and Workforce planning tools
• Sufficient use of 3rd party data warehousing tools like Metabase, Looker, etc.
• Organized, super analytical, and detail-oriented
• Very strong written and verbal communication skills with the ability to reduce informational complexity to clear, succinct, and concise steps
• Knowledge, understanding, and experience working with customer support productivity metrics (AHT, FCR, ART, etc)
• Knowledge, understanding, and experience working with contact center metrics (Shrinkage, Adherence, Occupancy, etc)
• A high degree of comfort with data - obtaining, analyzing, and reporting
• Familiarity with data visualization platforms like Google Data Insights, Tableau, Chartio, Datazen, Data Studio, Power BI and Plotly
• Familiarity with numerous CX / CRM platforms, such as Zendesk, Salesforce, Help Scout, and Freshdesk
• Familiarity with common KPIs, benchmarks, and reporting best practices in a CX context
• Knowledge and experience working on SaAS platforms is good to have but not required
• A leader that can build a strategic vision and generate buy-in through influential storytelling
• Experienced in selecting, implementing, and optimizing customer experience and workforce management technology
• Ability to multitask, collaborate, and prioritize in a fast-paced and deadline-driven environment
• An optimistic, high-energy problem solver who pursues sustainable long-term solutions
• Self-motivated - you don't look for direction, you make it happen

What you'll get in return:

• Competitive compensation based on experience
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture is at our core

Culture leads, and success follows. Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

About the role

As a Compliance Management Analyst at Alorica Teleservices, Inc., you will play a crucial role in ensuring the company's operations adhere to all relevant laws, regulations and internal policies. This is a full-time, onsite position based in Quezon City, Metro Manila, with a graveyard shift schedule.

What you'll be doing

• Monitoring and auditing daily business activities to identify potential compliance issues or risks
• Developing and implementing compliance policies, procedures and training programs to promote a culture of ethical conduct
• Conducting regular compliance reviews and providing detailed reports to management
• Collaborating with cross-functional teams to address any compliance-related concerns or gaps
• Staying up-to-date with changes in relevant laws, regulations and industry best practices
• Assisting with internal and external compliance audits and investigations
• Providing guidance and support to employees on compliance-related matters

What we're looking for

• Minimum of 3-5 years of experience in a compliance, risk management or audit role, preferably in the call centre or customer service industry
• Strong understanding of compliance frameworks, regulations and best practices applicable to the call centre and customer service industry
• Excellent analytical and problem-solving skills with the ability to identify and mitigate compliance risks
• Effective communication and interpersonal skills to collaborate with various stakeholders
• Proficiency in data analysis, reporting and presentation
• A proactive, detail-oriented and solution-driven approach to work
• Bachelor's degree in Business, Compliance, Risk Management or a related field

What we offer

• Competitive salary and performance-based bonuses
• Comprehensive health, dental and life insurance coverage
• Opportunities for career advancement and professional development
• Flexible work arrangements and work-life balance initiatives
• Employee discounts and perks
• A supportive and inclusive work environment

About us

Alorica Teleservices, Inc. is a leading provider of customer experience solutions, serving a diverse range of industries. With a global presence and a strong focus on innovation, we are committed to delivering exceptional service and creating value for our clients. Join our team and be a part of our mission to redefine the customer experience.

Job Summary

As a Vendor Management Analyst you will be responsible for documenting and organizing information related to existing suppliers and related contracts, calendarizing contract renewals and reminders, preparing savings calculations, participating in vendor negotiations, documenting processes and procedures, and interacting with Enablees across the company for their third-party supplier needs. You will collaborate closely with cross-functional teams, including Risk and Compliance and the larger Finance Team and IT, to ensure effective management of vendors and Enable's supply chain.

Duties and Responsibilities

·    Build, own, and maintain the calendar of contract renewals with a 36-month rolling horizon.

·    Own and maintain the project and savings tracker for all work processed by the Vendor Management team.

·    Schedule and participate in discussions with responsible Enablees across the company for their upcoming contract renewals (booking meetings, preparing documentation/data, soliciting feedback).

·    Document and recommend improvement to processes that govern vendor engagements, purchasing, and the lifecycle of vendors at Enable.

·    Assist business leaders in modelling costs and options in their business cases.

·    Assist Senior Vendor Manager with software negotiations and vendor communications.

·    Collaborate with peers in Risk and Compliance to perform annual risk rating and due diligence checks for existing and new suppliers to Enable.

·    Close collaboration with the SaaS management team in IT, using Enable's SaaS management platform (currently Zluri) to identify opportunities to optimize subscriptions/licenses and plan renewals.

Knowledge, Skills, and Abilities (KSAs)

·    A degree in finance, accounting, engineering, mathematics, economics, or a related quantitative field or equivalent work experience

·    Bachelor's degree or College Diploma in Business or equivalent with evidence of high achievement.

·    Fluency with numbers, spreadsheets (MS-Excel), and modelling with numbers.

· years of experience in purchasing, procurement, or vendor management.

·    Familiarity with the basics of commercial contracts.

·    Skilled in applying structure and organization to unstructured data and priorities.

·    Strong communication and interpersonal skills with ability to collaborate effectively with cross-functional teams.

·    "Completer-Finisher" personality (sees things through to completion, likes to apply finishing touches, dis-satisfied until the job is done).

·    Detail-oriented, organized, and capable of managing multiple tasks simultaneously.

·    Ability to effectively engage and communicate with senior leaders and C-Suite executives

·    Ability to articulate a persuasive argument backed by numerical modelling

·    Beneficial, but not mandatory skills:

o   Working knowledge of SaaS subscription and software cost drivers and negotiation tactics.

o   Business process mapping experience.

Working knowledge of change management and process improvement methodologies (ADKAR, LEAN 6σ, Kubler-Ross).

Who we are:

InteLogix is a leading provider of integrated solutions, utilizing cutting-edge technology to provide exceptional customer experiences. Our commitment to excellence and innovation has enabled us to redefine industry standards and create brighter futures for our clients and their customers. We are dedicated to making lives better through our empathetic customer engagement and advocacy for our clients' brands and reputations.

Dialer Campaign Management:

• Design, configure, launch, and manage outbound dialer campaigns (e.g., Predictive, Power, Preview, Progressive) to align with business objectives and client requirements.
• Monitor dialer performance in real-time, including dial ratios, connect rates, answer rates, agent utilization, and abandonment rates.
• Proactively identify and troubleshoot dialer issues, escalating to IT or relevant teams as needed.
• Optimize dialer settings (e.g., dialing pace, list penetration, campaign priority) to achieve target KPIs and minimize customer complaints.
• Manage and update calling lists, ensuring data integrity and adherence to Do Not Call (DNC) regulations.
• Implement and manage dialer filters and rules to maximize revenue and right-party contacts.

Real-Time Adherence (RTA) Monitoring & Management:

• Monitor agent adherence to schedules in real-time, identifying deviations (e.g., late logins, extended breaks, unscheduled absences) and communicating with team leaders/supervisors.
• Utilize WFM tools and/or existing Manual process to track and report on agent states, ensuring optimal staffing levels throughout the day.
• Collaborate with operations to address immediate staffing needs and adjust agent assignments to balance workload.
• Provide real-time insights and recommendations to improve agent efficiency and compliance.

Workforce Management (WFM) Support:

• Partner with the WFM team to provide intraday analysis of call flow, volume trends, and staffing requirements.
• Assist in adjusting agent schedules and breaks to meet fluctuating demand and achieve service goals.
• Contribute to the creation and maintenance of WFM reports related to dialer performance, RTA, and overall contact center efficiency.
• Participate in daily/weekly WFM huddles to review performance and strategize on improvements.

Reporting and Analysis:

• Generate and distribute daily, weekly, and monthly reports on dialer performance, RTA, and key contact center metrics.
• Conduct in-depth analysis of dialer data to identify trends, root causes of issues, and opportunities for optimization.
• Present findings and recommendations to WFM, operations, and leadership teams to drive data-driven decisions.
• Develop and maintain dashboards to provide real-time visibility into dialer and agent performance.

Compliance and Quality:

• Ensure all dialer operations adhere to existing regulatory standards and company policies.
• Work closely with quality assurance and compliance teams to maintain high standards of customer interaction.

Introduction
We are seeking for a Vulnerability Management Analyst to support daily operations of our vulnerability assessment platform. This role involves executing scheduled scans, managing asset groupings, tracking remediation efforts, and generating dashboards and reports. The ideal candidate is detail-oriented, collaborative, and eager to grow in the cybersecurity and risk management field.

Your Role And Responsibilities

• Execute scheduled and ad-hoc vulnerability scans, including discovery, compliance, and web application scans.
• Monitor scan schedules and ensure timely completion across in-scope systems and assets.
• Manage and update asset groupings, scan configurations, and scan credentials within the VA platform.
• Analyze scan findings, generate posture reports, and escalate critical issues based on defined SLAs.
• Support in generating weekly vulnerability dashboards and monthly executive summary reports.
• Track remediation activities in collaboration with server, network, and application teams; provide timely updates.
• Assist in agent deployment, configuration, and troubleshooting across supported assets.
• Conduct ad-hoc scanning requests from internal audit, risk, or operational teams and prepare tailored reports.
• Support documentation and SOPs related to scanning procedures, asset onboarding, and credential management.
• Contribute to audit readiness by maintaining accurate records of scans, findings, and remediation status.
• Collaborate with the SME and security teams in maintaining platform stability, versioning, and health.

Preferred Education
Bachelor's Degree

Experience
Required technical and professional expertise

• Hands-on experience with VA platforms such as Qualys, Tenable, or Rapid7.
• Basic understanding of asset discovery, vulnerability scoring (CVSS), and common remediation strategies.
• Strong attention to detail and ability to track multiple remediation efforts across different teams.

Soft Skills

• Strong analytical and problem-solving abilities with keen attention to detail.

Preferred Certifications
Preferred technical and professional experience

• Tenable Certified Analyst or Qualys Certified Specialist or similar certifications
• GIAC Security Essentials (optional)