Workforce Management Analyst

3 weeks 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.

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