Workforce Management Analyst

About the Job

We are seeking a detail-oriented and analytical Workforce Management (WFM) Analyst to join our team and play a critical role in optimizing workforce efficiency and service delivery. In this position, you will be responsible for supporting workforce planning, scheduling, real-time operations monitoring, and performance reporting to ensure optimal staffing levels across our operations.

Responsibilities

• Overseeing all aspects of workforce optimization such as planning, creating, and communicating forecasts and schedules
• Serve as the primary point of contact on workforce management policies
• Serve as subject-matter expert on workforce optimization issues
• Ensure service level targets are met; maintain the right headcount, and calculate call capacity
• Responsible for the maintenance and upkeep of scheduling software
• Responsible for reporting data management activities around employee scheduling and forecasts
• Improve processes and increase efficiency of operations by recommending necessary changes
• Undertake majority of call forecasting and agent scheduling for the contact center
• Ensure employees’ time is accurately recorded by reviewing every timecard in Oracle and I3 or other applicable software
• Resolve errors such as missed punches, meal break adjustments, and correct project code, etc. affecting employees
• Undertake the review and record of time worked against the proper job task code when an employee works overtime within a different cost center
• Adjust total hours worked and any time off (leave) an employee has recorded in Oracle or applicable software
• Responsible for the approval of an employee’s timecard in Oracle at the end of each pay period.

Qualifications

• Minimum 2 years of experience in Workforce Management, preferably within a BPO, call center, or customer service environment
• Demonstrated experience with workforce management functions including forecasting, scheduling, real-time monitoring, and reporting
• Advanced proficiency in Microsoft Excel for data analysis, formulas, and reporting
• Strong analytical and problem-solving skills with excellent attention to detail
• Proven ability to interpret operational data and translate findings into actionable recommendations
• Excellent communication and coordination skills for working with operations and support teams
• Available to start immediately.

Skills

Tools/Platforms

Common Methodologies/Frameworks

General Skills

Performance Management Data Interpretation

Soft Skills

Critical Thinking Attention to Detail Time Management Communication Analytical Thinking

Education & Experience

Education

Minimum

Experience

2+ Years

Additional Requirements

Technological Requirements Windows

Language English

City/Province/Country Taguig, National Capital Region (Metro Manila), Philippines

About the Company

1840 & Company is a global organization focused on delivering innovative business solutions that help companies grow, scale, and succeed. Operating in over 150 countries, we support organizations through a range of workforce, operational, and business services designed to drive efficiency and long-term success.

Job Overview

Employment Type

Department

Customer Service/Support

Job Level

Intermediate

Location

Remote · Taguig, National Capital Region (Metro Manila), Philippines

Years of Experience

2+ Years

PHP 25,000 - 25,000 Monthly

Bonus

PHP 8,000 - 8,333.33 Monthly

Working Hours

Monday 21:00 - 06:00 (Asia/Manila) Tuesday 21:00 - 06:00 (Asia/Manila) Wednesday 21:00 - 06:00 (Asia/Manila) Thursday 21:00 - 06:00 (Asia/Manila) Friday 21:00 - 06:00 (Asia/Manila)