WFM - Manager Reporting & Analytics

Be the spark that brightens days and ignite your career with TTEC's award-winning employment experience. As a Manager, Reporting & Analytics working Remotely in the Philippines, you'll be a part of bringing humanity to business. #experienceTTEC

Our employees have spoken. Our purpose, team, and company culture are amazing and our Great Place to Work certification in the Philippines s ays it all

What You'll Do
Looking for an opportunity where you'll bring your analytical skills to the table and provide recommendations to improve processes? You'll provide value added service by generating and analyzing operations and financial reporting. You'll also be responsible for business evaluation, process development, business analysis, business modeling and report development.

In this role, you'll also support and motivate your team to make sure they're on track to meet goals. Your flexibility will help you to answer work questions, resolve issues, and interpret data. You're an instrumental part in creating and maintaining a positive work environment for your team and acknowledging a job well done.

You'll report to the Senior Manager, Workforce Management. You'll impact the business through your reporting, analysis and recommendations.

During a Typical Day, You'll

• Collaborate with Finance, Machine Learning, Ops MTO, and the Quality teams.
• Translate business strategies and initiatives into forecasting parameters and scenarios.
• Conduct data querying, cleaning, and organization to bolster forecasting efforts.
• Create and maintain forecasting dashboards and reports for effortless data visualization and interpretation.
• Oversee the management of forecasting tools, including Snowflake tables and Sigma reports, used by the team.
• Oversee daily and Intraday forecast breakdown distribution.
• Customize forecasting tools to meet specific team needs.
• Data Integrity and Dashboard Maintenance:
• Lead the ML forecasting improvement meeting
• Manage the Forecast Accuracy Sigma dashboard
• Manage Queue Level Forecasting report management

What You Bring To The Role

• Bachelor's degree
• Minimum of 5 years people management experience
• SQL coding and query skills required
• Experience with Mode preferred but not required
• 6+ years in Workforce Management, call center or outsourcing experience
• Reporting experience
• Advanced skill in Excel and other MS Office applications
• Must be able to work in a flexible shift
• Business Intelligence Platform Administration (Power BI, Tableau, Qlik) experience
• Ability to deliver high-quality results, on time and on target while working across teams

What You Can Expect

• Supportive of your career and professional development
• An inclusive culture and community minded organization where giving back is encouraged
• A global team of curious lifelong learners guided by our company values
• Ask us about our paid time off (PTO) and wellness and healthcare benefits
• And yes... a great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement)

Visit for more information.

About TTEC
Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.

Primary Location
PH-Central Luzon-Pampanga