Workforce Management Analyst

6 days ago

Quezon City, National Capital Region, Philippines Risewave Consulting, Inc. Full time $104,000 - $130,878 per year

Position Summary

We are looking for a strategic and detail-oriented Workforce Analyst or Assistant Manager to support the operational and performance goals of our Workforce Management (WFM) team. This role is responsible for overseeing real-time operations, forecasting, scheduling, and reporting across multiple business lines in a contact center or BPO environment. The ideal candidate will bring strong analytical skills, leadership experience, and proficiency in WFM platforms and tools to help drive service level achievement and workforce efficiency.

Qualifications:

  • Bachelor's degree in Business Administration, Statistics, or any related field (preferred).
  • Minimum 3–5 years of experience in Workforce Management in a contact center or BPO environment.
  • At least 1 year of experience in a supervisory or leadership role for Asst Manager level.
  • Proficiency in WFM platforms (e.g., NICE IEX, Verint, Genesys, Aspect).
  • Advanced Excel skills; experience with data visualization tools is a plus.
  • Preferred: Experience with multi-site or global workforce operations.
  • Knowledge of Six Sigma or Lean methodologies.
  • Familiarity with SQL or other data query languages, strong experience in Power BI.

Work setup: Full-time Onsite

Work location: Eastwood, QC

Work schedule: Night shift

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