WFM Reporting Analyst

2 days ago

Ortigas, Philippines iSWerk Full time ₱420,000 - ₱840,000 per year

Be a part of our fast-growing team and unchain all the possibilities

What is your mission?

We are looking for a detail-oriented and analytical Workforce Management (WFM) Reporting Analyst to transform workforce data into actionable insights that enhance performance and efficiency. You'll work closely with project leads and operations experts to build dashboards, analyze key contact center metrics, and identify opportunities for improvement through data-driven storytelling. Join us and help shape smarter, high-performing workforce operations.

You will provide the best service to our partner brands by performing these tasks:

  • Extract, clean, and analyze large workforce and performance data sets
  • Develop and maintain reports, dashboards, and visualizations to track KPIs and trends
  • Validate and prepare data for forecasting, scheduling, and capacity planning
  • Conduct exploratory and trend analysis to identify key performance drivers
  • Collaborate with project teams to support process improvements and automation
  • Document data sources, transformation logic, and reporting standards
  • Present insights and recommendations to stakeholders in a clear, business-friendly format
  • Provide ad-hoc analysis support during project reviews and executive reporting

Who are we looking for?

  • Bachelor's degree in Statistics, Mathematics, Computer Science, Economics, or any related field
  • 2–4 years of experience in data analytics or reporting, preferably in WFM or BPO environments
  • Proficiency in SQL, Excel, and Google Sheets for data extraction and transformation
  • Experience with BI and visualization tools such as Tableau, Power BI, or Looker
  • Working knowledge of contact center and WFM metrics (AHT, SL, occupancy, shrinkage, adherence)
  • Familiarity with ETL or automation processes for data integration and validation
  • Exposure to WFM systems (IEX, Calabrio, NICE, Genesys, or similar)
  • Excellent analytical, problem-solving, and attention-to-detail skills
  • Strong communication and collaboration abilities — can explain data insights clearly
  • Proactive and adaptable — comfortable working across multiple projects and priorities

Company Perks:

  • Above-industry salary package and incentives
  • Comprehensive HMO benefits and life insurance from day 1
  • Free learning and development courses for your personal and career growth
  • Dynamic company events
  • Opportunities for promotion
  • Free meals and snacks

Job Types: Full-time, Permanent

Pay: Up to Php70,000.00 per month

Benefits:

  • Additional leave
  • Company Christmas gift
  • Company events
  • Gym membership
  • Health insurance
  • Life insurance
  • Opportunities for promotion
  • Paid training
  • Pay raise
  • Promotion to permanent employee
  • Staff meals provided

Ability to commute/relocate:

  • Ortigas: Reliably commute or planning to relocate before starting work (Required)

Experience:

  • data analytics: 2 years (Required)
  • SQL: 2 years (Required)
  • Microsoft Excel: 2 years (Required)
  • WFM systems: 2 years (Preferred)

Work Location: In person

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