Workforce Management Analyst

1 week ago

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

Summary

This position will be responsible for insuring optimal forecasting, staffing and schedule compliance levels for existing programs and forecast future staffing needs to support recruitment efforts. In addition, this position will work closely with Program Directors to assess impact of daily absences, changes in call volumes, etc. In addition this position will be responsible for accurately updating and managing multiple databases used to provide efficient workforce management services and data analytics for multiple client teams. The function entails extensive experience in the call center environment with the ability to learn the Aspect eWorkforce Management application.

Essential Duties & Responsibility

Provides daily forecasts and schedules for assigned teams

Works with existing teams to incorporate additional Aspect eWorkforce Management solutions

Provides hiring needs analysis to existing client teams

Provides Program Directors proactive staffing recommendations, based on specific client metrics

Enters agent staffing exceptions/change into Excel spreadsheet daily or weekly, as determined by client

Updates personal account balances bi-weekly in Aspect eWorkforce Management

Updates key workforce management metric tracking spreadsheets on shared drive for all client teams

Updates daily call volume and time updates in Aspect eWorkforce Management for client teams

Qualifications

Education: Bachelor's degree is required

Work Experience: At least two years of call center experience required and at least one year Aspect eWorkforce Management software experience preferred.

Skills: Exceptionally fluent in English; written and oral communication skills

Additional Skills

English proficiency required

Must have a working knowledge of computer technology that includes Aspect eWorkforce Management software and Excel; have a strong understanding and knowledge of the workforce management process and strong analytical skills. This individual must be a strong communicator and change agent.

Working knowledge of computer technology that includes: Intermediate to Advanced MS Word, Excel and Outlook as well as Aspect eWZorkforce Management Software. Also, individuals must possess the ability to learn and understand new software and other technology applications as introduced by the Client and Alta Resources.

Ability to read and comprehend instructions, short correspondence, and memos. Ability to write general correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients and other employees of the organization.

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

This position requires exemplary attendance, schedule flexibility, and an aptitude for time management.

Proven experience communicating with peers and associates. Ability to evaluate requirements and make sound recommendations.

Work Environment

Alta Resources is an equal employment opportunity employer.

  • Workforce Manager

    5 days ago

    Pasig, National Capital Region, Philippines Transcom Full time

    Transcom is looking for talented individuals like you to join our awesome team Be the next Workforce Manager for our Transcom Pasig site.Join our Transcom Family as a Workforce ManagerThe Workforce Manager possesses a strong knowledge of real time management workforce, scheduling employees, workload forecasting, staff planning, reporting/analytics, and team...

  • Workforce Manager

    15 hours ago

    Pasig, National Capital Region, Philippines Transcom Worldwide (Philippines), Inc. Full time

    Transcom is looking for talented individuals like you to join our awesome team Be the next Workforce Manager (Capacity Planning)  for our Transcom Pasig site.Join our Transcom Family as a Workforce Manager (Capacity PlanningThe Workforce Manager specializes in workforce capacity planning, workload forecasting, staff planning, real-time management,...

  • Workforce Analyst

    16 hours ago

    Pasig, National Capital Region, Philippines Datamatics Careers- Philippines Full time ₱1,200,000 - ₱2,400,000 per year

    Forecasting, Scheduling and Real Time Analysis of productivity to ensure that goals are met or exceededUnderstand all aspects of staffing and capacity management for all sites directly responsibleOrganize and create methods of communication, policies, and procedures that work in collaboration with Operations, Training and...

  • Sr. Workforce Manager

    16 hours ago

    Pasig, National Capital Region, Philippines Support Services Group Philippines Full time ₱1,200,000 - ₱3,600,000 per year

    Lead the development of long-term and short-term staffing strategies based on forecasted call volumes, operational trends, and business requirements.Develop accurate forecasts for call volumes, service levels, and operational activities. Ensure the right staffing levels are maintained to meet performance targets across multiple business units.Oversee...

  • Workforce Management Analyst

    1 week ago

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

    Summary This position will be responsible for insuring optimal forecasting, staffing and schedule compliance levels for existing programs and forecast future staffing needs to support recruitment efforts. In addition, this position will work closely with Program Directors to assess impact of daily absences, changes in call volumes, etc. In addition this...

  • Workforce Supervisor

    2 weeks ago

    Pasig, National Capital Region, Philippines Intelegencia Full time ₱840,000 per year

    As a Workforce Supervisor, you will be responsible for overseeing the day-to-day workforce operations, ensuring that staffing levels align with business needs and service level targets. You will lead a team of schedulers and real-time analysts, ensuring accurate forecasting, schedule adherence, and intraday performance management. This role requires strong...

  • Workforce Manager

    5 days ago

    Pasig, National Capital Region, Philippines Acquire Intelligence Full time

    Job Summary:We are seeking a skilled and experienced Workforce Manager to join our team at Acquire BPO Pty Limited. In this role, you will be responsible for optimizing staffing levels, forecasting workload, and ensuring efficient resource allocation across our business process outsourcing operations. Job Responsibilities:• Develop and implement workforce...

  • Workforce Real Time Analyst

    1 week ago

    Pasig, National Capital Region, Philippines InteLogix Full time ₱720,000 - ₱960,000 per year

    Dialer Management Analyst, Workforce Management - Position TitleDialer Campaign Management:Design, configure, launch, and manage outbound dialer campaigns (e.g., Predictive, Power, Preview, Progressive) to align with business objectives and client requirements.Monitor dialer performance in real-time, including dial ratios, connect rates, answer rates, agent...

  • Workforce RTA

    3 days ago

    Pasig, National Capital Region, Philippines TASQ Staffing Solutions Full time ₱1,600,000 - ₱3,200,000 per year

    About the job: WFM Real Time Analyst I (Rockwell/Ortigas)Work Arrangement: Onsite (Rockwell/Ortigas)TASQ is looking for a skilled Workforce Management (WFM) Real-Time Analyst to act as an extension of our client, supporting vendor operations and Business Process Outsourcing (BPO) partners. The successful candidate will monitor, analyze, and optimize...

  • Data Management Analyst

    5 days ago

    Pasig, National Capital Region, Philippines Asticom Technology Inc. Full time ₱50,000 - ₱100,000 per year

    Job Roles and Responsibilities:We are seeking an experienced Data Analyst to join our team with a focus on headcount optimization projects. In this hybrid role, you will be responsible for analyzing and presenting data that drives key decisions in workforce planning and optimization strategies. The ideal candidate will have at least 5 years of experience in...