908 Workforce Analyst jobs in the Philippines

Job Title: Workforce Analyst

Job Description:

We are seeking a Workforce Analyst responsible for aligning staffing resources with business demands. This role involves forecasting call volumes, creating and maintaining schedules, monitoring real-time performance, and analyzing key metrics such as service levels, occupancy, and adherence.

Qualifications:

• Strong verbal and written communication skills
• Knowledge of call center KPIs (AHT, SLA, shrinkage, occupancy, utilization, adherence)
• Experience in a BPO, call center, or service center environment
• Background in workforce management, operations, or business analytics
• Skilled in forecasting, scheduling, and real-time adherence monitoring
• Flexibility to relocate based on business needs (e.g., Cagayan de Oro)

Salary: Php 27,000

Job Type: Full-time

Pay: Php27,000.00 per month

Benefits:

• Company events
• Health insurance
• Opportunities for promotion
• Paid training

Work Location: In person

A Workforce Analyst is an integral role in the operations of our Cagayan de Oro site.  Someone who has a high level of attention to detail, knowledgeable in different reporting platforms, proficient user of Microsoft Office and has a strong analytical mindset.

Day-to-day responsibilities:

A. Manage the global seat allocation for agents.

B. Consolidation of data across all programs.

C. Analyzes gathered data and ensures utmost accuracy.

D. Works with WFM Delivery, Operations and other Support groups on tasks pertaining to centralized reporting and seat capacity.

E. Assist WFM Planner on new program sizing.

Qualifications:

• Minimum 2 years of experience in MIS/WFM role with basic understanding of scheduling, forecasting and capacity planning.
• Experience in extracting data from CMS and other reporting platforms.
• Experience in automating task/reports that are manual to reduce cycle time and defects.
• Advance user of G Suite Apps, Excel and other MS Office applications.
• Knowledge in VBA, SQL, macros, linked data, pivot chart and visualization tools.
• Experience in developing dashboards with useful visualization.
• Must have a good attendance record.
• Amenable to work onsite and graveyard shifts.
• Excellent time management and prioritization skills.

Summary:

The WFM Analyst is responsible for understanding and forecasting contact center transaction volumes, trends, and average handle times to determine workload demands. The role involves efficient staffing allocation and scheduling to ensure optimal queue management and resource utilization.

Forecasting & Analysis:

• Create short-term to long-range forecasts for:

• Workload

• Headcount requirements
• Average Handle Time (AHT) trends
• Shrinkage inputs
• Occupancy rates
• Routinely evaluate interval-level performance against targets to reassess workloads and realign staffing.
• Track and report forecasted vs. actual production volume trends by Line of Business (LOB), campaign, and site.
• Perform root cause analysis on poor service levels and recommend corrective actions.
• Monitor daily and interval attendance and tardiness; adjust schedules and generate reports accordingly.
• Manage capacity planning across multiple programs and LOBs.

Scheduling & Staffing:

• Generate schedules based on company work rules, selecting appropriate shift types to meet service levels.
• Maintain and clean headcount rosters and related credentials.
• Analyze historical data to project monthly variances.
• Ensure optimal agent placement to meet service levels with minimal overtime.
• Schedule development/training activities without impacting service levels.
• Coordinate staffing during large-scale initiatives across service areas.
• Proactively identify and plan for overtime and other staffing needs.
• Analyze leave requests and approve/deny based on staffing impact.

Collaboration & Reporting:

• Conduct regular and impromptu meetings with departments to review staffing models and risk mitigation.
• Create multiple staffing scenarios based on changing inputs and requirements.
• Design and enhance report templates to clearly present production trends and support management decisions.

Other:

• Additional tasks may be assigned by the Department Head or designated representatives.

• At least 1 year of experience in the call center industry.
• Minimum 1 Year of experience specifically in Workforce Management.
• Applicants with Real-Time Analyst (RTA) experience may be considered if they have 1+ year of WFM experience.

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The responsibilities of a Workforce Analyst are as follows:

• Accountable for scheduling, real time adherence, forecasting & analysis, reporting and managing staffing to client delivered volumes
• Responsible for presenting variety of daily, weekly, and monthly reports, from revenue reports for leadership to internal department reports on scheduling concerns
• Ensures that policies for scheduling are followed and provide recommendations (based on forecasting and trending analysis), on FTE hiring for various lines of business (LOBs), across sites as well as conduct head count production analysis
• Ensures That the Three Cs Of Strategic Workforce Planning Are In Place: o Capability- Do we have the workforce skills/experience to achieve our business strategy? o Capacity- Do we have the required amounts of our needed capability and in the right locations? o Cost- Are we effectively managing our workforce cost? Partners with Finance in ensuring the charge rates in the tool are updated.

Required Qualifications:

• Must have a Bachelor's Degree Graduate
• Minimum of 2-3 years' working knowledge and technical understanding of Workforce or Resource management principles, concepts, and practices preferably within the call center, business process outsourcing or customer service industry
• 1.5-2 years data analytics experience required
• Deep to Expert Knowledge in the following :- Microsoft Excel, MS Access, VBA, VB.Net, MS Word and MS PowerPoint
• Excellent written and verbal communication skills, including face-to-face presentations
• Experience in business writing (process documentation) and providing training based on your documentation
• Willing to work on the Graveyard shift

Employment type: Fixed-Term/Secondment (6 months)

Location: Makati City, Metro Manila

Work setup: We operate in a hybrid work environment, and we encourage applicants who are open to working in the office two to three days a week to apply.

Work schedule: 4:00 PM - 12:00 MN PH time.

Pay range: We value transparency and want to ensure a good fit for both parties. We encourage applicants who are comfortable within the salary range of Php 35,000 to 47,000 to apply.

Discover a world of endless possibilities with Cambridge University Press & Assessment, a distinguished global academic publisher and assessment organisation proudly affiliated with the prestigious University of Cambridge.

We are looking for a Workforce Analystwho will be part of the Customer Service WFM team. The primary purpose is to deliver reporting, forecasting, and analysis to provide insights on staffing capacity, productivity, and service levels. By highlighting trends and opportunities, the role enables leaders to make data-driven decisions that optimise workforce utilisation and support business goals.

Why Cambridge?

Cambridge University Press & Assessment is a world-renowned not-for-profit academic publisher and assessment organisation, proudly part of the prestigious University of Cambridge. With a legacy rooted in over 800 years of educational excellence, we are dedicated to unlocking the potential of learners and educators across the globe.

Joining Cambridge's second largest global office in the Philippines —operating for over 22 years with 1,300+ colleagues— means becoming a part of an extraordinary institution renowned worldwide. We are recognised as a Great Place to Work for three consecutive years, reflecting our inclusive culture, strong sense of purpose, and commitment to the professional growth and well-being of our people. At Cambridge, we don't just publish books or deliver tests—we empower progress, inspire curiosity, and champion the pursuit of knowledge.

What can you get from Cambridge?

At Cambridge, you'll become a part of a vibrant and forward-thinking community that transcends tradition, fostering a culture of continuous growth and personal development. Here, we provide the right environment for you to thrive, supporting your professional journey and empowering you to reach your highest potential, that is why our pay philosophy is intricately tied to your skills and competencies, ensuring that your compensation aligns with the unique value you bring to the role you are applying for.

The organization offers a wide range of benefits and opportunities including:

• Regular Employment on Day 1
• HMO Coverage and Life Insurance on Day 1
• Paid Annual Leaves  (Vacation, Well-being, Flexible, Holiday, and Volunteering leaves)
• Vesting/Retirement package
• Opportunities for career growth and development
• Access to well-being programs
• Flexible schedule, hybrid work arrangement and work-life balance
• Opportunity to collaborate with colleagues from diverse branches that will expand your horizons and enrich your understanding of different cultures

What will you do as a Workforce Analyst?

As a Workforce Analyst, you are responsible for supporting staffing needs by managing schedules, analysing workforce data, handling system management for the WFM tool, and generating reports to help the business operate efficiently.

• Process schedule adjustments, shift swaps, and leave requests in line with business policies.
• Ensure accurate alignment of workforce data across systems and reconcile discrepancies when needed.
• Support forecasting, scheduling, and intraday monitoring through accurate data management in the WFM tool.
• Optimise workforce schedules to balance staffing needs, efficiency, and employee preferences where possible.
• Serve as the primary administrator of the WFM tool, responsible for system configuration, updates, and data maintenance.
• Generate and maintain operational reports and dashboards using WFM tools, Zendesk Explore, Power BI, and Excel.
• Analyse workforce data to identify risks, trends, and opportunities for improvement.
• Provide troubleshooting, guidance, and support for WFM system users.
• Collaborate with Operations, HR (People System), and other stakeholders to ensure workforce plans and reporting meet business needs.

What makes you the ideal candidate for this role?

The following will help you be an ideal candidate for this post:

• Experience in Workforce Management, Reporting, or System Administration.
• Zendesk Explore Reporting (dashboard and report creation)
• WFM Tool (system admin, scheduling, forecasting, real-time monitoring)
• MS Excel (advanced formulas, pivot tables, data analysis)
• Power BI (visualisation and reporting)
• Microsoft Office applications (Word, PowerPoint, Outlook, Teams).
• Strong analytical, problem-solving, and organisational skills.
• Excellent communication and collaboration abilities.
• Experience in contact centre operations or workforce tool administration is an advantage.

Are you driven by desire to be part of a globally renowned institution that celebrates innovation, embraces inclusion, and empowers learners? Then, we invite you to Pursue your Potential with us.

Applications received through the system will be reviewed on a rolling basis and may close the vacancy once sufficient applications are received. Therefore, if you are interested, tailor-fit your CV (advantageous if you submit one with a Cover Letter) and submit as early as possible.

• Salary:

₱35,000 - ₱47,000
- Location:

Manila
- Country:

Philippines
- Business Unit:

Operations
- Vacancy Type:

Fixed Term
- Closing Date:

6 November 2025

Beige Sales

Employment type: Fixed-Term/Secondment (6 months)

Location: Makati City, Metro Manila

Work setup: We operate in a hybrid work environment, and we encourage applicants who are open to working in the office two to three days a week to apply.

Work schedule: 4:00 PM - 12:00 MN PH time.

Pay range: We value transparency and want to ensure a good fit for both parties. We encourage applicants who are comfortable within the salary range of Php 35,000 to 47,000 to apply.

Discover a world of endless possibilities with Cambridge University Press & Assessment, a distinguished global academic publisher and assessment organisation proudly affiliated with the prestigious University of Cambridge.

We are looking for a Workforce Analystwho will be part of the Customer Service WFM team. The primary purpose is to deliver reporting, forecasting, and analysis to provide insights on staffing capacity, productivity, and service levels. By highlighting trends and opportunities, the role enables leaders to make data-driven decisions that optimise workforce utilisation and support business goals.

Why Cambridge?

Cambridge University Press & Assessment is a world-renowned not-for-profit academic publisher and assessment organisation, proudly part of the prestigious University of Cambridge. With a legacy rooted in over 800 years of educational excellence, we are dedicated to unlocking the potential of learners and educators across the globe.

Joining Cambridge's second largest global office in the Philippines —operating for over 22 years with 1,300+ colleagues— means becoming a part of an extraordinary institution renowned worldwide. We are recognised as a Great Place to Work for three consecutive years, reflecting our inclusive culture, strong sense of purpose, and commitment to the professional growth and well-being of our people. At Cambridge, we don't just publish books or deliver tests—we empower progress, inspire curiosity, and champion the pursuit of knowledge.

What can you get from Cambridge?

At Cambridge, you'll become a part of a vibrant and forward-thinking community that transcends tradition, fostering a culture of continuous growth and personal development. Here, we provide the right environment for you to thrive, supporting your professional journey and empowering you to reach your highest potential, that is why our pay philosophy is intricately tied to your skills and competencies, ensuring that your compensation aligns with the unique value you bring to the role you are applying for.

The organization offers a wide range of benefits and opportunities including:

• HMO Coverage and Life Insurance on Day 1
• Paid Annual Leaves (Vacation, Well-being, Flexible, Holiday, and Volunteering leaves)
• Vesting/Retirement package
• Opportunities for career growth and development
• Access to well-being programs
• Flexible schedule, hybrid work arrangement and work-life balance
• Opportunity to collaborate with colleagues from diverse branches that will expand your horizons and enrich your understanding of different cultures

What will you do as a Workforce Analyst?

As a Workforce Analyst, you are responsible for supporting staffing needs by managing schedules, analysing workforce data, handling system management for the WFM tool, and generating reports to help the business operate efficiently.

• Process schedule adjustments, shift swaps, and leave requests in line with business policies.
• Ensure accurate alignment of workforce data across systems and reconcile discrepancies when needed.
• Support forecasting, scheduling, and intraday monitoring through accurate data management in the WFM tool.
• Optimise workforce schedules to balance staffing needs, efficiency, and employee preferences where possible.
• Serve as the primary administrator of the WFM tool, responsible for system configuration, updates, and data maintenance.
• Generate and maintain operational reports and dashboards using WFM tools, Zendesk Explore, Power BI, and Excel.
• Analyse workforce data to identify risks, trends, and opportunities for improvement.
• Provide troubleshooting, guidance, and support for WFM system users.
• Collaborate with Operations, HR (People System), and other stakeholders to ensure workforce plans and reporting meet business needs.

What makes you the ideal candidate for this role?

The following will help you be an ideal candidate for this post:

• Experience in Workforce Management, Reporting, or System Administration.
• Zendesk Explore Reporting (dashboard and report creation)
• WFM Tool (system admin, scheduling, forecasting, real-time monitoring)
• MS Excel (advanced formulas, pivot tables, data analysis)
• Power BI (visualisation and reporting)
• Microsoft Office applications (Word, PowerPoint, Outlook, Teams).
• Strong analytical, problem-solving, and organisational skills.
• Excellent communication and collaboration abilities.
• Experience in contact centre operations or workforce tool administration is an advantage.

Are you driven by desire to be part of a globally renowned institution that celebrates innovation, embraces inclusion, and empowers learners? Then, we invite you to Pursue your Potential with us.

Applications received through the system will be reviewed on a rolling basis and may close the vacancy once sufficient applications are received. Therefore, if you are interested, tailor-fit your CV (advantageous if you submit one with a Cover Letter) and submit as early as possible.

Turning Data Into Impactful Decisions

Forecasts, queues, and schedules are more than numbers-they're the rhythm of operations. In this role, you'll transform data into strategies that keep teams aligned and businesses thriving. Build a global career in BPO operations where your insights shape performance-while enjoying balance that lets you recharge and thrive beyond work.

Job Description

As a Workforce Analyst, you will design forecasts, track productivity, and generate insights that keep service levels on target. You'll collaborate with operations and HR, optimize staffing, and ensure resources are used effectively to drive success across global teams.

Job Overview

Employment type: Full-time

Shift: Flexible shift, Shifting

Work setup: Onsite, Clark, Pampanga

Exciting Perks Await

• Competitive Salary Package
• Prime office location in Clark, Pampanga (Conveniently accessible by PUVs, with nearby restaurants and banks)
• HMO coverage with free dependent upon regularization
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit )
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

The Qualifications We Seek

• Bachelor's degree in Business Administration, Statistics, Mathematics, HR, or a related field.
• 2-4 years of experience in workforce planning, data analysis, or a related role (BPO or operations experience preferred).
• Proficiency in workforce management tools (e.g., NICE, Verint, Aspect, Genesys) is an advantage.
• Strong analytical skills with the ability to interpret data and provide actionable insights.
• Proficiency in MS Excel, Power BI, or other reporting/visualization tools.
• Excellent communication and presentation skills.
• Detail-oriented with strong organizational and time management abilities.

Your Daily Tasks

• Develop, maintain, and analyze workforce forecasts, schedules, and capacity plans.
• Monitor daily staffing levels, attendance, and productivity metrics to ensure SLA compliance.
• Create and present workforce performance reports, dashboards, and insights for management review.
• Identify workforce trends, risks, and opportunities through data analysis.
• Support real-time monitoring of call volume, queue management, and adherence in contact center environments (if applicable).
• Partner with Operations and HR to optimize scheduling, shift planning, and leave management.
• Conduct root cause analysis for staffing gaps, attrition trends, and performance issues.
• Recommend strategies to improve workforce efficiency, utilization, and cost-effectiveness.
• Maintain workforce management systems/tools and ensure data accuracy.
• Participate in continuous improvement initiatives to enhance forecasting, scheduling, and reporting processes.

About the Client

Redefining Retail on a Global Stage

Our client is a global fashion powerhouse that started with denim jackets in the back of a car and grew into one of the world's most loved retail groups. With 8 brands across 22 countries and over 1,500 stores, they champion effortless style, bold ideas, and a laid-back Aussie spirit. Powered by 20,000 team members, they combine fashion with purpose, driving sustainability and positive change through their Foundation-proving that great style and doing good can go hand in hand.

Welcome to Emapta Philippines

Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment. Apply now and be part of the #EmaptaEra

JOB SUMMARY:

Workforce analysts perform various functions, including overseeing workforce optimization. This includes planning, creating, and communicating forecasts and schedules to enable a hassle-free and continuous workflow project for the organization.

JOB DESCRIPTION:

• Responsible for daily/weekly maintenance of employee schedules within a workforce management application.
• Manage intra-day staffing levels and determine most effective levels for staffing adjustments for various channels including email, chat, phone in a global 24x7 environment.
• Monitoring of workload volumes
• Monitor workload service levels for appropriate escalation and awareness.
• Maintain trend reporting as it relates to queue performance.
• Proactively recommend scheduling changes based intraday movement and incoming volume (i.e. voluntary training, project time, overtime, etc.)
• Document and report on impacts to service levels and performance goals (i.e. service incidents and system outages)
• Understand and support Workforce Management feedback communications.
• Work with business leaders and advocates to identify user experience and document feedback to help determine new schedule practices.
• Provide daily reporting to leadership on service levels and queue volumes.
• Responsible for understanding daily actions taken, volume/staffing impacts and communicating root cause with the Workforce Management team.
• Provide support to the leadership team on necessary reporting and trend analysis.
• Ability to clearly communicate with leadership on multiple levels.
• Participate in strategic planning initiatives while maintaining a high level of confidentiality.
• Document WFM processes and workflow changes.
• Serve as the primary point of contact on workforce management policies and optimization experts.
• Ensure employees' time is accurately recorded by reviewing and approving attendance reports in Sprout, or other applicable software.
• Review and record time worked against the scheduled shift when an employee works overtime.
• Create schedules that ensure coverage, minimize costs, and maximize productivity according to the business's needs.

JOB QUALIFICATIONS:

Technical Skills

• Computer literate and can easily adapt to new technology.

Professional Skills

• Strong attention to details, organization, analysis, problem-solving.
• Excellent verbal and written communication skills.
• Resourceful and able to work with different teams and personalities.
• Ability to effectively adapt to deadlines in a fast-paced environment.
• Strong problem solving, multitasking, organizational, and leadership skills.
• College degree preferred but not required.

Job Types: Full-time, Permanent, Fresh graduate

Benefits:

• Additional leave
• Company events
• Health insurance
• Life insurance
• Promotion to permanent employee

Ability to commute/relocate:

• Taguig: Reliably commute or planning to relocate before starting work (Required)

Location:

• Taguig (Required)

Work Location: In person

A Workforce Analyst is an integral role in the operations of our Manila office.  Someone who has a high level of attention to detail, knowledgeable in different reporting platforms, proficient user of Microsoft Office and has a strong analytical mindset.

Day-to-day responsibilities:

A. Manage the global seat allocation for agents.

B. Consolidation of data across all programs.

C. Analyzes gathered data and ensures utmost accuracy.

D. Works with WFM Delivery, Operations and other Support groups on tasks pertaining to centralized reporting and seat capacity.

E. Assist WFM Planner on new program sizing.

Qualifications:

• Minimum 2 years of experience in MIS/WFM role with basic understanding of scheduling, forecasting and capacity planning.
• Experience in extracting data from CMS and other reporting platforms.
• Experience in automating task/reports that are manual to reduce cycle time and defects.
• Advance user of G Suite Apps, Excel and other MS Office applications.
• Knowledge in VBA, SQL, macros, linked data, pivot chart and visualization tools.
• Experience in developing dashboards with useful visualization.
• Must have a good attendance record.
• Amenable to work onsite and graveyard shifts.
• Excellent time management and prioritization skills.