WFM Data Analyst

4 hours ago

Pasig, National Capital Region, Philippines iSupport Worldwide Full time ₱900,000 - ₱1,200,000 per year

Overview

The WFM Data Analyst will support client engagements through the collection, validation, and analysis of workforce management and contact center data. The Analyst will be responsible for transforming raw data into meaningful insights that guide decision-making and inform solution design. This role requires strong technical proficiency, attention to detail, and a working knowledge of workforce operations and KPIs. The Analyst will collaborate with SMEs, data engineers, and client stakeholders to ensure data integrity and clarity throughout all project phases.

Responsibilities

●    Support data extraction, transformation, and analysis for client workforce and performance data sets.

●    Validate and prepare data for forecasting, capacity planning, and performance reporting activities.

●    Develop reports, dashboards, and visualizations to communicate insights and trends clearly and effectively.

●    Collaborate with SMEs and Project Leads to identify data-driven opportunities for process improvement.

●    Conduct exploratory and trend analysis to identify seasonality, anomalies, and key performance drivers.

●    Document data sources, field definitions, and transformation logic to ensure traceability and consistency.

●    Work collaboratively with data engineering and science teams to validate model outputs or solution integrations.

●    Provide ad-hoc analysis and reporting support during client presentations and implementation

Qualifications & Experience

●    2–4 years of experience in a data analytics or reporting role, ideally within a contact center or workforce management context.

●    Proficiency in SQL, Excel, and Google Sheets ( Must have); experience with BI tools such as Tableau, Power BI, or Looker preferred. (Some experience is must at least out of the list)

●    Strong analytical and problem-solving skills with a passion for accuracy and detail.

●    Working knowledge of WFM principles and metrics such as volume, AHT, SL, and occupancy. (Strong preference) exposure to contact centers.

●    Exposure to automation and ETL processes is an asset; familiarity with data visualization and UX best practices is highly desirable.

●    Excellent communication and collaboration skills; ability to work cross-functionally and interface with clients as needed.

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