Workforce Management Analyst

18 hours ago

Ilocos Norte Philippines Buscojobs Full time

Workforce Management Analyst – Philippines (Consolidated Roles)

Posted recently. This description combines multiple Workforce Management Analyst postings across different companies. It outlines responsibilities, qualifications, and benefits for roles located in the Philippines. The content reflects the typical WFM responsibilities in call center and BPO environments, including forecasting, scheduling, real-time adherence, reporting, and stakeholder collaboration. Equal opportunity statements are retained where applicable.

Workforce Management Analyst – Example 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.
  • Prepare daily/weekly/monthly reports and distribute them to leadership and senior management.
  • Maintain data accuracy in WFM systems (e.g., Aspect eWorkforce Management) and Excel-based trackers.
  • Communicate effectively with clients and internal stakeholders; demonstrate strong problem-solving and analytical skills.
What We Are Looking For (Common Qualifications)
  • Bachelor's degree; 1–3+ years in workforce management, forecasting, or analytics within a global or large-scale contact center.
  • Strong Real-Time Adherence (RTA) and agent scheduling experience.
  • Proficiency in Excel and data analysis; familiarity with WFM tools (e.g., IEX, Verint, Aspect eWorkforce Management) is preferred.
  • Excellent written and verbal English communications; ability to present data-driven insights to leadership.
  • Ability to work with cross-functional teams, manage multiple tasks, and adapt to fast-paced environments.
Desirable/Advanced Skills (Asset)
  • Experience with workforce forecasting tools, data visualization (Power BI, Tableau, Looker), and data warehousing tools.
  • Knowledge of CX platforms (Zendesk, Salesforce, Help Scout, Freshdesk) and KPI reporting best practices.
  • Programming or macro skills (VBA, Python, R) are a plus.
  • Experience in improving processes and driving data-driven decisions across sites or programs.
What’s In It For You
  • Competitive compensation based on experience
  • Benefits package (health, dental, vision) based on location
  • Learning and development opportunities; potential for cross-functional growth
  • Equal Opportunity Employer statements where applicable
Note

This consolidated description includes postings from several companies and locations in the Philippines and may reference different programs, clients, and systems. Applicants should review the specific posting for location, client, and system requirements.

#J-18808-Ljbffr

  • Workforce Analyst

    18 hours ago

    , Metro Manila, Philippines Buscojobs Full time

    Job 1: Workforce Analyst - M & J Solutions Provider Inc. Pasig, Palawan Posted today Job Description Responsibilities Collect, review, analyze, and interpret relevant data to identify challenges in the workforce Prepare workforce and metrics analysis reports for business needs Provide recommendations to improve the workforce to reduce overheads and increase...

  • Clark | Workforce Scheduling Analyst

    19 hours ago

    , Ilocos Norte, Philippines Buscojobs Full time

    Job Description Workforce Planner — Input efficient, cost effective, equitable and operationally sustainable rosters in a timely manner, and in accordance with relevant guidelines and procedures. With a focus on efficiency, resource optimisation and continuous improvement, ensure optimal resources are available to meet customer demand and exceed...

  • Manager Workforce Management

    2 weeks ago

    , , Philippines WNS Full time

    Overview Job Description: The Workforce Assistant Manager plays a critical role in supporting the strategic and operational goals of the Workforce Management team. This position is responsible for overseeing real-time operations, forecasting, scheduling, and reporting functions to ensure optimal staffing and service level performance across multiple lines...

  • Workforce and Reporting Analyst

    2 weeks ago

    , Metro Manila, Philippines Five9 Full time

    Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide. Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an...

  • Workforce Real Time Analyst

    1 week ago

    , , Philippines Buscojobs Full time

    Real Time Analyst Binan Jobs in the Philippines Posted 335 days ago • Job Viewed This listing contains multiple roles across different companies. Below are the described positions with their responsibilities and qualifications as originally provided, reformatted for clarity and accessibility. All content is kept verbatim in essence, with structure...

  • supervisor, workforce

    4 days ago

    Philippines Qualfon Full time ₱900,000 - ₱1,200,000 per year

    Overview:Role: Supervisor, WorkforceResponsibilities:Main Objectives and Duties:Call Center Roster / QFN DatabaseEnsures meeting clients' requirements in terms of distribution and schedulingInforms everyone concerned of any changesClient CommunicationInitiates constant calibration of procedures with the clientEnsures everyone involved is updated with the...

  • Workforce Services Analyst

    16 hours ago

    , Metro Manila, Philippines Buscojobs Full time

    Job Location: Pasig City, National Capital Region Salary: From Php22,000.00 per month Job Type: Full-time, Permanent Pay details include paid training. Ability to commute/relocate: Pasig - Reliably commute or planning to relocate before starting work (Required) Job Description Analyzes real-time demand patterns to ensure that sufficient number of slots are...

  • Workforce Management Real-Time Analyst

    5 days ago

    Remote, Philippines Thumbtack Full time ₱900,000 - ₱1,200,000 per year

    About the WFM Team Our Workforce Management (WFM) team ensures operational stability by combining smart planning with real-time execution. We forecast demand, develop staffing plans, and make adjustments in real-time to keep performance on track and minimize disruptions. By protecting service commitments and driving consistency, we help Thumbtack deliver a...

  • Workforce Management Analyst I

    18 hours ago

    , Metro Manila, Philippines Buscojobs Full time

    Overview Workforce Management Analyst – Manila / Philippines (onsite where stated in each listing). Roles include real-time and intraday management of contact center resources to ensure appropriate staffing and service levels. This refinement preserves the original job information while removing irrelevant boilerplate and ensuring clean HTML structure. ...

  • Real Time Analyst

    1 week ago

    , Metro Manila, Philippines Buscojobs Full time

    Real Time Analyst Workforce (Wfm) (Eh 2228) Mandaluyong, National Capital Region Accenture Posted today Job Description Go through a faster and more convenient recruitment process today and be part of one of the biggest and most stable organizations in the world! Responsibilities Acts as 1st level of escalation of Intraday Analysts in terms of misses in...