WFM Analyst

19 hours ago

Iloilo City, Western Visayas, Philippines XtendOps Full time ₱900,000 - ₱1,200,000 per year
Workforce Analyst

Job Overview

We are looking for a detail-oriented Workforce Analyst to support our operations by analyzing staffing data, forecasting volume, and optimizing schedules to ensure efficient service delivery. This role plays a key part in balancing business needs with employee productivity and customer experience.

Key Responsibilities

  • Forecast call volume, workload, and staffing requirements across teams.
  • Create and maintain agent schedules to meet service level goals.
  • Monitor real-time performance and adjust staffing as needed.
  • Generate reports on attendance, productivity, and capacity utilization.
  • Collaborate with Operations and HR to support workforce planning decisions.

Qualifications

  • Bachelor's degree in Business, Statistics, or related field.
  • 1–3 years of experience in workforce management or data analysis (BPO experience preferred).
  • Proficiency in Excel, Google Sheets, and WFM tools (e.g., Verint, NICE, or similar).
  • Strong analytical, problem-solving, and communication skills.

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