115 Workforce Analyst jobs in the Philippines

Job Description:

• Analyzes real-time demand patterns to ensure that sufficient number of slots are available across all lines of business to meet customer needs.
• Monitors queues real-time for all lines of business.
• Makes real-time adjustments to optimize daily occupancy and utilization.
• Coordinates real-time updates to support team members.
• Addresses concerns requiring immediate response related to slots and attendance within their shift.
• Manages slot allocation on a per-docket and daily basis, ensuring staff is assigned efficiently to meet the demand/volume.

Job Types: Full-time, Permanent

Pay: From Php22,000.00 per month

Benefits:

• Paid training

Ability to commute/relocate:

• Pasig: Reliably commute or planning to relocate before starting work (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.

We are looking for a highly analytical and detail-focused Workforce Analyst to become part of our team onsite. This position involves interpreting workforce data, projecting staffing requirements, streamlining scheduling processes, and delivering data-driven insights to enhance operational performance. You will be instrumental in making sure our staffing aligns with business demands placing the right talent in the right roles at the right time.

Key Responsibilities:

• Examine historical trends and data to predict call volume, workload, and staffing needs.
• Track real-time performance metrics, service levels, and adherence within the contact center.
• Create and update workforce schedules aligned with staffing levels and business demands.
• Offer strategic recommendations to enhance efficiency, productivity, and customer satisfaction.
• Partner with teams across Operations, HR and Training to ensure alignment of workforce strategies.
• Generate performance and KPI reports on a daily, weekly, and monthly basis for leadership.
• Utilize workforce management tools (such as NICE, Verint, Genesys, Aspect) for scheduling and forecasting.
• Contribute to the planning of high-demand periods, shift allocation, and paid time off scheduling.
• Detect potential staffing issues or shortages and recommend proactive actions.
• Aid in driving process improvements and automation within workforce planning functions.

Qualifications:

• A bachelor's degree in Business, Statistics, Mathematics, or a similar discipline (or equivalent practical experience).
• Minimum of 2 year's experience in workforce planning, forecasting, or a comparable analytical position.
• Proficient in Microsoft Excel, including pivot tables, formulas, and data visualization, familiarity with business intelligence tools like Power BI or Tableau is a plus.
• Knowledge of workforce management platforms such as NICE, Verint, or comparable systems.
• Strong skills in data analysis, problem-solving, and effective communication.
• Capable of working both independently and collaboratively in a dynamic, fast-paced environment.
• Exceptional attention to detail and a high level of accuracy in forecasting and data reporting.

Preferred Skills:

• Background working in a call center or customer support setting.
• Understanding of effective scheduling practices and relevant labor regulations.
• Familiarity with SQL or other data querying and extraction tools.

What we Offer:

• A rewarding pay structure paired with a full benefits offering career growth Opportunities.
• Opportunities to grow professionally within a dynamic organization.
• A team focused, diverse, and respectful workplace environment.
• Supportive management that promotes a healthy, productive work environment.
• Structured onsite schedule with consideration for work-life balance.

Job Type: Full-time

Pay: Php30,000.00 per month

Work Location: In person

You will play a critical role in ensuring smooth operations and efficient utilization of resources within a dynamic BPO environment. You will be responsible for monitoring real-time metrics, identifying trends, and providing immediate support and guidance to frontline staff on site to optimize performance and meet service level objectives.

Real-time Monitoring:

• Utilize specialized software tools and systems to monitor key performance indicators (KPIs) and real-time metrics to inform strategic decisions and optimize resource allocation.
• Track service levels, queue volumes, agent availability, and other relevant metrics to identify trends and potential issues.
• Communicate with Real-Time Analysts offsite regarding action plans and critical items related to daily operational workforce management (WFM) support.
• Analyze real-time data to identify patterns, trends, and areas for improvement.

Immediate Response and Flagging of Frontline Staff:

• Act as the first point of contact for frontline staff during operational hours regarding on-phone and off phone activities, queues and skilling.
• Provide immediate assistance and guidance to address performance gaps, resolve issues, and ensure adherence to established protocols and standards.

Communication and Collaboration:

• Collaborate with team leaders, managers, and other stakeholders to communicate real-time updates, performance expectations, and best practices.
• Facilitate communication channels between offsite Real-Time Analysts and onsite Operations to streamline workflows and enhance coordination.
• Proactively identify opportunities to streamline processes, enhance efficiency, and improve overall performance and communicate and coordinate with pertinent groups.

Escalation Management:

• Identify and escalate critical issues or emergencies to appropriate management channels for timely resolution.
• Follow established escalation procedures to ensure swift and effective response to high-priority incidents.

Reporting and Analysis:

• Create and complete reports and dashboards that effectively support strategies and decisions on a day-to-day basis.

Other Responsibilities:

• Perform other duties and tasks as assigned by management to support the objectives of the department and the organization.

REQUIREMENTS:

· Bachelor's Degree (any field) or equivalent work experience

· At least 6 months - 1 year experience specializing in Real-Time Monitoring or Workforce Analysis (for external candidates)

Knowledge

· Advanced knowledge in MS Office especially MS Excel and relevant WF tools such as IEX and CMS.

· Knowledge in problem solving processes

Skills

· Strong communication skills

· Above average reporting skills

· Excellent analytical skills

· Must possess effective organizational skills and time management skills

Abilities

· Ability to work on several projects simultaneously

· Ability to come up with sound and accurate decisions in any given circumstance

· Ability to exhibit professionalism

· Demonstrated ability to work with a team

· Demonstrated ability to communicate effectively and professionally with internal and external associates

· Ability to work independently with minimal supervision, meeting multiple deadlines in a high pressure environment.

· Ability to work a flexible schedule (graveyard/shifting schedule)

· Ability to work onsite in Davao

A Workforce Analyst is an integral role in the operations of our Bacolod 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.

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.

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.