Senior Executive – Workforce Management

5 days ago

Quezon City, National Capital Region, Philippines Comrise Full time ₱540,000 per year

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 real-time adherence, and generating actionable reports to support business decisions.

Key Responsibilities:

  • Monitor real-time agent performance, queues, and service levels to ensure operational KPIs are met
  • Provide timely and accurate reporting on intraday metrics and staffing requirements
  • Analyze trends and generate reports using Excel (Power Query, Power Pivot, Data Modeling) and Google Suite
  • Automate and optimize reporting tools for improved efficiency and accuracy
  • Collaborate with operations, quality, and other teams to address variances in real-time performance
  • Escalate issues proactively and recommend corrective actions
  • Support forecasting and scheduling functions as needed

Qualifications:

  • 2–3 years of experience in a Workforce Management role within a Customer Service or BPO environment
  • Strong background in real-time analysis and reporting
  • Proficient in Microsoft Excel, particularly in Power Query, Power Pivot, and Data Modeling
  • Experience with Google Suite tools (Sheets, Docs, Slides, etc.)
  • Excellent communication skills in both verbal and written English
  • Must be amenable to working onsite in Eastwood
  • Willing to work on a night shift schedule with weekend rest days

Job Type: Full-time

Pay: Up to Php45,000.00 per month

Benefits:

  • Company Christmas gift
  • Health insurance
  • Life insurance
  • Paid training

Application Question(s):

  • How many years of experience do you have working in Workforce Management (WFM), specifically in a real-time analyst or reporting role within a customer service or BPO environment?
  • Have you worked with Google Suite tools (e.g., Google Sheets, Docs, Slides) for reporting or collaboration?

(Please specify which tools and how many years)

  • Are you proficient in using Microsoft Excel for advanced reporting tasks such as Power Query, Power Pivot, and Data Modeling?
  • Are you willing to work onsite in Eastwood, Quezon City, on a night shift schedule with weekend rest days?
  • What is your target monthly salary in PHP?

Work Location: In person

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