Senior Workforce Management Analyst

1 day 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



  • Quezon City, National Capital Region, Philippines Risewave Consulting, Inc. Full time ₱900,000 - ₱1,200,000 per year

    Position SummaryWe are looking for a strategic and detail-oriented Workforce Analyst or Assistant Manager to support the operational and performance goals of our Workforce Management (WFM) team. This role is responsible for overseeing real-time operations, forecasting, scheduling, and reporting across multiple business lines in a contact center or BPO...


  • Quezon City, National Capital Region, Philippines WNS Full time ₱1,500,000 - ₱2,500,000 per year

    Job Description:The Workforce Assistant Manager plays a critical role in supporting the strategic and operational goals of the Workforce Management team. This position is responsible for overseeing real-time operations, forecasting, scheduling, and reporting functions to ensure optimal staffing and service level performance across multiple lines of...


  • Quezon City, National Capital Region, Philippines TaskUs Full time ₱1,200,000 - ₱2,400,000 per year

    About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming...


  • Quezon City, National Capital Region, Philippines TaskUs Full time ₱1,200,000 - ₱2,400,000 per year

    About TaskUs:TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media,...


  • Quezon City, National Capital Region, Philippines WNS Global Services, Inc. Full time ₱1,200,000 - ₱2,400,000 per year

    The Workforce Assistant Manager plays a critical role in supporting the strategic and operational goals of the Workforce Management team. This position is responsible for overseeing real-time operations, forecasting, scheduling, and reporting functions to ensure optimal staffing and service level performance across multiple lines of business.Key...


  • Quezon City, National Capital Region, Philippines Risewave Consulting, Inc. Full time ₱900,000 - ₱1,200,000 per year

    Experience:3–5 years in Workforce Management in a contact center or BPO environmentAt least 1 year in a supervisory or leadership roleExperience with multi-site or global workforce operations (preferred)Skills & Competencies:Proficiency in WFM platforms (e.g., NICE IEX, Verint, Genesys, Aspect)Advanced Excel skills; experience with data visualization...


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

    About the RoleWe 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 ResponsibilitiesMonitor real-time performance and schedule adherence (breaks,...


  • Quezon City, National Capital Region, Philippines Risewave Consulting, Inc. Full time ₱1,200,000 - ₱2,400,000 per year

    ManagerJob descriptionStrategic Workforce PlanningDevelop and implement long-term workforce planning strategies aligned with business goals.Forecast contact volumes, staffing needs, and resource allocation to meet service level agreements (SLAs).Collaborate with senior management to align workforce strategy with operational objectives.Identify cost-saving...


  • Quezon City, National Capital Region, Philippines Comrise Full time ₱480,000 - ₱600,000 per year

    Key ResponsibilitiesDevelop and maintain accurate forecasts and schedules using historical data, trends, and business requirements.Monitor intraday performance and provide actionable insights to meet service level targets.Collaborate with Operations, HR, and Recruitment to align workforce plans with business needs.Lead and mentor workforce analysts and...

  • Workforce Manager

    3 weeks ago


    Quezon City, National Capital Region, Philippines Intelassist Full time

    Employment Type:Full-Time EmploymentWork Setup: Hybrid SetupWork Schedule: Night Shift (Following U.S. Eastern Time Zone)Location: Eastwood, Libis, Quezon CitySalary Package: Up to 80,000 PHP/MonthlyPosition OverviewThe Workforce Manager is responsible for the strategic and tactical planning of contact center staffing and resources to ensure service...