Workforce Management Analyst

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...

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,...

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...

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...

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...

The Workforce Real Time Analyst is responsible for monitoring and managing the daily operations of a contact center to ensure key performance indicators are met. This role involves making real-time adjustments to staffing based on call volume, agent adherence, and other critical metrics. The ideal candidate will have strong analytical skills, excellent...

Job Summary:We are looking for a Senior Executive – WFM (Real-Time Analyst / Reporting) to join our growing team. The ideal candidate is analytical, detail-oriented, and experienced in real-time workforce monitoring and reporting within a customer service or BPO environment. This role will be responsible for tracking intraday performance, managing...

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ManagerJob description1. Strategic 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...

Workforce Planning SpecialistThis role involves providing strategic guidance and support in workforce management, allocation, forecasting, scheduling, reporting analysis, and utilising business intelligence tools to drive operational performance and enhance decision-making capabilities.The successful candidate will analyse workforce data to identify trends,...