Workforce Analyst

11 hours ago

Metro Manila Philippines Rippedboxstation Full time

Position: Workforce AnalystNumber of hours: 40 Hrs/weekSchedule: TBD Job Summary We are seeking a detail-oriented Workforce Analyst to manage staffing, scheduling, and real-time workforce optimization in a dynamic BPO environment. The ideal candidate will analyze call volume trends, forecast staffing needs, and ensure efficient workforce utilization to maintain service level agreements (SLAs) and key performance indicators (KPIs). Key Responsibilities Develop and maintain accurate forecasting models to predict call volume, staffing needs, and workload distribution. Create and manage schedules to ensure optimal coverage and adherence to SLAs. Monitor real-time queue activity and agent productivity, making adjustments as needed to optimize service levels. Analyze historical data and trends to improve forecasting accuracy and workforce efficiency. Collaborate with operations, HR, and training teams to align workforce plans with business needs. Identify and recommend process improvements to enhance workforce management efficiency. Track and report workforce metrics, including occupancy, shrinkage, and adherence rates. Ensure compliance with labor laws, company policies, and client requirements. Provide insights and recommendations to leadership for improving staffing strategies. Assist in implementing workforce management tools and technologies to enhance operational performance. Qualifications Minimum 2-3 years of experience in workforce management, scheduling, or forecasting within a BPO or contact center environment. Must have experience handling a large team working remotely. Experience in solar energy is preferred. Residency in Bulacan, Philippines is a plus. Strong analytical skills with experience using workforce management tools and Excel (pivot tables, VLOOKUP, macros, etc.). Knowledge of call center metrics, forecasting methodologies, and real-time management techniques. Excellent problem-solving, organizational, and decision-making skills. Ability to work in a fast-paced, high-pressure environment with tight deadlines. Strong communication skills for reporting and stakeholder collaboration. Bachelor's degree in business, Statistics, Operations Management, or a related field is a plus. Preferred Skills Experience with workforce management software (e.g., Verint, NICE, Genesys, Aspect). Familiarity with omnichannel contact center operations (phone, chat, email, social media). Knowledge of automation tools and data visualization platforms (Power BI, Tableau, etc.). Ability to implement and optimize scheduling and forecasting processes. #J-18808-Ljbffr

  • 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 & Reports Analyst

    4 weeks ago

    , Metro Manila, Philippines Hyprwork Full time

    Overview Hyprwork National Capital Region, Philippines Offer: $800-$900 Role: Report Analyst Responsible for analyzing staffing levels, phone system performance, and operational data to ensure efficiency and provide decision-making insights. Responsibilities Workforce ManagementForecast call/chat/email volumes and staffing requirements Create, maintain, and...

  • Workforce and Reporting Analyst

    5 days ago

    Manila, National Capital Region, Philippines Five9 Full time ₱900,000 - ₱1,200,000 per year

    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 Management Analyst

    11 hours ago

    , Laguna, Philippines Straive Full time

    Reporting Analyst (Workforce Management) We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. Highly proficient in computer and MS Office (Intermediate/Expert in Excel). Good communication, presentation, analytical and problem solving skills. Able to generate reports and provide key...

  • Workforce Analyst

    2 weeks ago

    Manila, National Capital Region, Philippines Cambridge University Press & Assessment Full time ₱35,000 - ₱47,000 per year

    Salary:₱35,000 - ₱47,000- Location:Manila- Country:Philippines- Business Unit:Operations- Vacancy Type:Fixed Term- Closing Date:6 November 2025Meet the recruiterBeige SalesEmployment type: Fixed-Term/Secondment (6 months)Location: Makati City, Metro ManilaWork setup: We operate in a hybrid work environment, and we encourage applicants who are open to...

  • Workforce Optimization Analyst

    1 week ago

    Manila, Philippines Datacom Full time

    Overview The Workforce Optimization Analyst is responsible for analysing, forecasting, and planning workforce supply and demand, and talent needs and gaps to ensure that an organization has the right people with the right skills to support its business objectives. Role Responsibilities The Workforce Optimization Analyst is responsible for (but not limited...

  • Reporting Analyst

    11 hours ago

    , Laguna, Philippines Straive Full time

    Reporting Analyst (Workforce Management) The Workforce Specialist in Reporting is responsible for creating, maintaining, and distributing workforce management reports and analytics. This role focuses on data analysis, report automation, and providing insights to support decision‑making across the organization. Key Roles and Responsibilities Design and...

  • Workforce Optimization Analyst

    5 days ago

    Manila, National Capital Region, Philippines Datacom Connect Full time ₱900,000 - ₱1,200,000 per year

    About DatacomWith over 6,200 people, and centre's of technical excellence spread across Australasia, Datacom is committed to developing and growing its capability across Asia. Founded in 1965 in New Zealand, and with over 2 decades of operating in Malaysia and the Philippines, Datacom has experienced expediential growth. Through all this, Datacom has...

  • Workforce Optimization Analyst

    7 days ago

    Manila, National Capital Region, Philippines Datacom Full time ₱1,200,000 - ₱2,400,000 per year

    About DatacomWith over 6,200 people, and centre's of technical excellence spread across Australasia, Datacom is committed to developing and growing its capability across Asia. Founded in 1965 in New Zealand, and with over 2 decades of operating in Malaysia and the Philippines, Datacom has experienced expediential growth. Through all this, Datacom has...

  • Workforce Management Analyst I

    2 weeks ago

    Manila, Philippines LexisNexis Risk Solutions Full time

    .Workforce Management Analyst I page is loaded## Workforce Management Analyst Ilocations: PHL-RE Shared Services-Manilatime type: Full timeposted on: Posted Todayjob requisition id: R The Workforce Management Analyst I is responsible for forecasting, scheduling, reporting and real time management of telephonic/voice, e-mail and chat operations for various...