Workforce Management Analyst I

3 weeks 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.

What You Will Do
  • Monitor call, chat, email, and case queues to ensure service goals are met.
  • Oversee real-time adherence to agent schedules including breaks, meals, 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.
What We Are Looking For

Required Qualifications

  • Bachelor's degree in any field.
  • Minimum of 1 year experience in workforce management, forecasting, or analytics within a global or large-scale call center.
  • Strong background in Real-Time Adherence (RTA) and agent scheduling.
  • Analytical thinker with solid decision-making skills and high attention to detail.
  • Proficient in interpreting data and transforming it into actionable insights.

Desired Qualifications

  • Experience with workforce forecasting tools or platforms and knowledge of multivariate statistical techniques.
  • Prior experience in service performance metrics, reporting dashboards, and performance analysis.
  • Demonstrated ability to drive results and support business decisions through data.
  • Strong communication and stakeholder engagement skills across diverse teams.
What’s In It For You
  • Competitive compensation based on experience
  • Attractive benefits package including medical, dental, and vision options
  • Learning & Development opportunities
EEO Statement

Kenvue and partner companies are Equal Opportunity Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

Additional Listings (Sample Descriptions Across Clients)

Note: Several client postings exist with similar roles (e.g., Kenvue, ECAM, Infosys BPM Philippines, Genpact, Teleperformance, and others). Each listing includes responsibilities such as real-time and intraday staffing, forecasting, scheduling, adherence, reporting, and cross-functional collaboration. The core requirements typically include 1–3 years of WFM experience, proficiency with Excel/Google Sheets, and familiarity with WFM tools; onsite requirements vary by location (e.g., Taguig, BGC, Alabang, Manila). These entries also showcase typical benefits and company cultures.

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