Workforce Analyst

Turning Data Into Impactful Decisions

Forecasts, queues, and schedules are more than numbers-they're the rhythm of operations. In this role, you'll transform data into strategies that keep teams aligned and businesses thriving. Build a global career in BPO operations where your insights shape performance-while enjoying balance that lets you recharge and thrive beyond work.

Job Description

As a Workforce Analyst, you will design forecasts, track productivity, and generate insights that keep service levels on target. You'll collaborate with operations and HR, optimize staffing, and ensure resources are used effectively to drive success across global teams.

Job Overview

Employment type: Full-time

Shift: Flexible shift, Shifting

Work setup: Onsite, Clark, Pampanga

Exciting Perks Await

• Competitive Salary Package
• Prime office location in Clark, Pampanga (Conveniently accessible by PUVs, with nearby restaurants and banks)
• HMO coverage with free dependent upon regularization
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit )
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

The Qualifications We Seek

• Bachelor's degree in Business Administration, Statistics, Mathematics, HR, or a related field.
• 2-4 years of experience in workforce planning, data analysis, or a related role (BPO or operations experience preferred).
• Proficiency in workforce management tools (e.g., NICE, Verint, Aspect, Genesys) is an advantage.
• Strong analytical skills with the ability to interpret data and provide actionable insights.
• Proficiency in MS Excel, Power BI, or other reporting/visualization tools.
• Excellent communication and presentation skills.
• Detail-oriented with strong organizational and time management abilities.

Your Daily Tasks

• Develop, maintain, and analyze workforce forecasts, schedules, and capacity plans.
• Monitor daily staffing levels, attendance, and productivity metrics to ensure SLA compliance.
• Create and present workforce performance reports, dashboards, and insights for management review.
• Identify workforce trends, risks, and opportunities through data analysis.
• Support real-time monitoring of call volume, queue management, and adherence in contact center environments (if applicable).
• Partner with Operations and HR to optimize scheduling, shift planning, and leave management.
• Conduct root cause analysis for staffing gaps, attrition trends, and performance issues.
• Recommend strategies to improve workforce efficiency, utilization, and cost-effectiveness.
• Maintain workforce management systems/tools and ensure data accuracy.
• Participate in continuous improvement initiatives to enhance forecasting, scheduling, and reporting processes.

About the Client

Redefining Retail on a Global Stage

Our client is a global fashion powerhouse that started with denim jackets in the back of a car and grew into one of the world's most loved retail groups. With 8 brands across 22 countries and over 1,500 stores, they champion effortless style, bold ideas, and a laid-back Aussie spirit. Powered by 20,000 team members, they combine fashion with purpose, driving sustainability and positive change through their Foundation-proving that great style and doing good can go hand in hand.

Welcome to Emapta Philippines

Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment. Apply now and be part of the #EmaptaEra