Workforce Analyst

Employment type: Fixed-Term/Secondment (6 months)

Location: Makati City, Metro Manila

Work setup: We operate in a hybrid work environment, and we encourage applicants who are open to working in the office two to three days a week to apply.

Work schedule: 4:00 PM - 12:00 MN PH time.

Pay range: We value transparency and want to ensure a good fit for both parties. We encourage applicants who are comfortable within the salary range of Php 35,000 to 47,000 to apply.

Discover a world of endless possibilities with Cambridge University Press & Assessment, a distinguished global academic publisher and assessment organisation proudly affiliated with the prestigious University of Cambridge.

We are looking for a Workforce Analystwho will be part of the Customer Service WFM team. The primary purpose is to deliver reporting, forecasting, and analysis to provide insights on staffing capacity, productivity, and service levels. By highlighting trends and opportunities, the role enables leaders to make data-driven decisions that optimise workforce utilisation and support business goals.

Why Cambridge?

Cambridge University Press & Assessment is a world-renowned not-for-profit academic publisher and assessment organisation, proudly part of the prestigious University of Cambridge. With a legacy rooted in over 800 years of educational excellence, we are dedicated to unlocking the potential of learners and educators across the globe.

Joining Cambridge's second largest global office in the Philippines —operating for over 22 years with 1,300+ colleagues— means becoming a part of an extraordinary institution renowned worldwide. We are recognised as a Great Place to Work for three consecutive years, reflecting our inclusive culture, strong sense of purpose, and commitment to the professional growth and well-being of our people. At Cambridge, we don't just publish books or deliver tests—we empower progress, inspire curiosity, and champion the pursuit of knowledge.

What can you get from Cambridge?

At Cambridge, you'll become a part of a vibrant and forward-thinking community that transcends tradition, fostering a culture of continuous growth and personal development. Here, we provide the right environment for you to thrive, supporting your professional journey and empowering you to reach your highest potential, that is why our pay philosophy is intricately tied to your skills and competencies, ensuring that your compensation aligns with the unique value you bring to the role you are applying for.

The organization offers a wide range of benefits and opportunities including:

• Regular Employment on Day 1
• HMO Coverage and Life Insurance on Day 1
• Paid Annual Leaves  (Vacation, Well-being, Flexible, Holiday, and Volunteering leaves)
• Vesting/Retirement package
• Opportunities for career growth and development
• Access to well-being programs
• Flexible schedule, hybrid work arrangement and work-life balance
• Opportunity to collaborate with colleagues from diverse branches that will expand your horizons and enrich your understanding of different cultures

What will you do as a Workforce Analyst?

As a Workforce Analyst, you are responsible for supporting staffing needs by managing schedules, analysing workforce data, handling system management for the WFM tool, and generating reports to help the business operate efficiently.

• Process schedule adjustments, shift swaps, and leave requests in line with business policies.
• Ensure accurate alignment of workforce data across systems and reconcile discrepancies when needed.
• Support forecasting, scheduling, and intraday monitoring through accurate data management in the WFM tool.
• Optimise workforce schedules to balance staffing needs, efficiency, and employee preferences where possible.
• Serve as the primary administrator of the WFM tool, responsible for system configuration, updates, and data maintenance.
• Generate and maintain operational reports and dashboards using WFM tools, Zendesk Explore, Power BI, and Excel.
• Analyse workforce data to identify risks, trends, and opportunities for improvement.
• Provide troubleshooting, guidance, and support for WFM system users.
• Collaborate with Operations, HR (People System), and other stakeholders to ensure workforce plans and reporting meet business needs.

What makes you the ideal candidate for this role?

The following will help you be an ideal candidate for this post:

• Experience in Workforce Management, Reporting, or System Administration.
• Zendesk Explore Reporting (dashboard and report creation)
• WFM Tool (system admin, scheduling, forecasting, real-time monitoring)
• MS Excel (advanced formulas, pivot tables, data analysis)
• Power BI (visualisation and reporting)
• Microsoft Office applications (Word, PowerPoint, Outlook, Teams).
• Strong analytical, problem-solving, and organisational skills.
• Excellent communication and collaboration abilities.
• Experience in contact centre operations or workforce tool administration is an advantage.

Are you driven by desire to be part of a globally renowned institution that celebrates innovation, embraces inclusion, and empowers learners? Then, we invite you to Pursue your Potential with us.

Applications received through the system will be reviewed on a rolling basis and may close the vacancy once sufficient applications are received. Therefore, if you are interested, tailor-fit your CV (advantageous if you submit one with a Cover Letter) and submit as early as possible.