Senior Workforce Management Analyst

2 days ago

Quezon City, National Capital Region, Philippines Comrise Full time ₱420,000 - ₱540,000 per year

About the Role

We are looking for a Workforce Management Analyst (Real-Time & Reporting) to join our team. This role ensures operational efficiency by monitoring intraday performance, generating reports, and supporting operations in meeting Service Level Agreements (SLAs).

Key Responsibilities

  • Monitor real-time performance and schedule adherence (breaks, absenteeism, late/early logins, off-phone activities).
  • Generate and send hourly/interval reports (Attendance, Intraday Performance, Productivity, etc.).
  • Track, document, and escalate system issues and operational risks affecting SLAs.
  • Take proactive actions to minimize SLA impacts through real-time interventions.
  • Process real-time requests (schedule changes, profile updates, off-phone activities).
  • Communicate daily performance and SLA reports to WFM and Operations leadership.
  • Collaborate as the primary point of contact between WFM and Operations.
  • Perform other WFM-related tasks as assigned by the Supervisor.

Qualifications

  • Bachelor's degree preferred.
  • 2–3 years of experience in Workforce Management within a Customer Service/BPO environment.
  • Strong background in Real-Time Analysis and Reporting.
  • Proficient in MS Excel (Power BI, Power Query, Power Pivot, Data Modeling, Automation) and Google Suite.
  • Excellent verbal and written English communication skills.
  • Strong problem-solving and analytical abilities.
  • Willing to work onsite in Eastwood, on a night shift schedule.
wearehiring

Job Type: Full-time

Pay: Php35, Php45,000.00 per month

Work Location: In person

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