Workforce Analyst

1 week ago

Makati City, National Capital Region, Philippines Equicom Services, Inc. Full time

DUTIES AND RESPONSIBILITIES:

1.) Liaise with the Head of Operations, in creating and developing long term volume forecast and staffing.

2.) Responsible in preparing schedule requirements for all accounts by balancing restrictions with customer requirements

3.) Updates and processes data for real-time performance analysis and obtains quantifiable

performance figures (e.g. call volume, AHT, running service level) to make critical

recommendations to address account performance issues.

4.) Utilize the Workforce Management tool and practices to develop volume and handle time forecasts based on call arrival patterns, seasonal changes, holiday planning and new business initiatives

5.) Review call routing variables and provide recommendations for improving customer experience

6.) Provide daily/weekly/monthly updates on department's performance including causes and trends for business misses as well as action taken to prevent loss

7.) Responsible for Real Time Adherence and Queue Management to support client/account

service level agreements and offer strategic recommendations to improve productivity while balancing required service levels.

8.) Responsible in managing, controlling and reporting non-adherence to schedules

9.) Adheres to prescribed formats in updating attendance and scheduled swaps

10.) Acts as our point of contact in processing and identifying schedule exceptions (e.g. trainings, coaching sessions, etc.).

11.) May be occasionally responsible in conducting training for Team Leaders to equip them with the necessary skills for real-time queue management.

12.) Coordinate with other units (e.g. HR, IT, Operations, etc.) to identify hiring strategies for new campaigns and attrition replacements

13.) IMS, ISO, Data Privacy and Information Security:

  • Ensure compliance of the team on all IMS and ISO related documents, policies and procedures.
  • Comply with the organization's information security and data privacy policies, procedures, and guidelines to ensure the protection of sensitive data, safeguarding the confidentiality, integrity, and availability of all information. This includes adhering to established protocols for securely handling, storing, and transmitting data while ensuring compliance with applicable legal and regulatory requirements.
  • Attend mandatory annual Information Security (InfoSec) and Data Privacy Act (DPA) awareness training to stay informed about the latest security practices and maintain compliance with relevant obligations

JOB SPECIFICATIONS

  • Must possess a Bachelor's Degree in any field

  • At least 1 year of working experience as a Workforce Analyst in a call center setup

  • Experience in eWFM, RTA, ESP is a plus

  • Excellent written and verbal communication skills in English

  • With proven ability to produce complex reports pulling data from multitude resources

  • With strong mathematical, analytical, and organizational skills

  • Intermediate knowledge in MS Office (Excel, Word, Powerpoint, etc)

  • Flexible and quickly adapts to changing business needs and processes

  • With strong business logic and high level of attention to details

  • Able to work independently with minimal supervision

  • Ability to transform data to organized information

  • Able to meet tight deadlines

  • Able to analyze and interpret statistical reports

  • Fast learner

Job Type: Full-time

Education:

  • Bachelor's (Preferred)

Experience:

  • Workforce Analyst: 1 year (Preferred)

Work Location: In person

  • Workforce Management Analyst

    1 week ago

    Makati City, National Capital Region, Philippines Peak Outsourcing Full time

    As aWorkforce Management Real-Time Analyst (RTA), you will be responsible for ensuring the optimal utilization of resources to meet the demands of our business operations. Your primary focus will be on real-time monitoring, analysis, and coordination of workforce activities to maintain efficiency and achieve service level objectives. You will work closely...

  • Workforce Analyst III

    6 days ago

    Quezon City, National Capital Region, Philippines RELX Full time

    Job SummaryThe Workforce Analyst III will provide essential support to the EdOps team by assisting with capacity planning and day-to-day workforce operations. This role focuses on maintaining forecasting and capacity models, helping manage agent schedules, and supplying staffing data to aid in meeting service level targets.The ideal candidate will have...

  • Workforce Management Analyst

    1 week ago

    Quezon City, National Capital Region, Philippines Comrise Full time

    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,...

  • Workforce Analyst I

    6 days ago

    Quezon City, National Capital Region, Philippines RELX Full time

    The Workforce Management Analyst is responsible for managing the capacity of LexisNexis Risk teams for day-of and current week Operations. S/he will also provide additional scheduling support by creating and generating schedules and optimizing when necessary.This role applies and integrates advanced and predictive analysis, people metrics and reporting to...

  • Workforce Manager

    1 week ago

    Quezon City, National Capital Region, Philippines WNS Global Services, Inc. Full time

    Key Responsibilities:Assist in developing and maintaining accurate schedules based on historical data, trends, and business requirementsMonitor intraday performance and provide capacity planningCollaborate to align forecasting of headcount plans with business needsLead and mentor a team of workforce analysts and real-time coordinatorsAnalyze performance...

  • Workforce & Reporting Supervisor

    1 week ago

    Quezon City, National Capital Region, Philippines TechNerds Solutions Full time

    HighlightsCompetitive compensation and benefits packagesContinuous professional development and learning opportunitiesRegular engagement activities and eventsWORKFORCE AND REPORTING SUPERVISORWork for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and be #DecidedlyDifferentRole OverviewWe are looking for a...

  • Workforce and Reporting Supervisor

    1 week ago

    Quezon City, National Capital Region, Philippines IFIVE INC. Full time

    HighlightsCompetitive compensation and benefits packagesContinuous professional development and learning opportunitiesRegular engagement activities and eventsWORKFORCE AND REPORTING SUPERVISORWork for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and be #DecidedlyDifferentROLE OVERVIEWWe are looking for a...

  • Reports and Workforce Analysts

    1 week ago

    Mandaluyong City, National Capital Region, Philippines ADDFORCE HR SOLUTION Full time

    Position: Reports and Workforce AnalystsSalary Budget: 40,000Shift Schedule: Permanent nightshift and PH holiday workWork Set-up: Permanent onsite workLocation: Mandaluyong CityRequired Experience: Five9 cloud based contact center solutionsJob Description:Collect, clean, and analyze data from various sources, having an experience with Five9 cloud based...

  • Workforce Queue Analyst

    1 week ago

    Quezon City, National Capital Region, Philippines Acquire Intelligence Full time

    We're an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the worldWorkforce Queue AnalystAt Acquire Intelligence , our mission is to help businesses work smarter.We bring together the...

  • Workforce ( Real Time Analyst)

    1 week ago

    Makati City, National Capital Region, Philippines One CoreDev IT Inc. Full time

    This role keeps the operation running on time. The person you hire will be the one quietly watching the details others take for granted: attendance, schedules, overtime, and daily workforce movements. It's a mix of monitoring, analysis, and steady follow-through, and it matters because small misses here become bigger operational issues later.Key...