Workforce and Reporting Analyst

4 days ago


Manila, National Capital Region, Philippines Five9 Full time $104,000 - $130,878 per year

Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.

Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.

Workforce and Reporting Analyst
Five9 is looking for an experienced Workforce and Reporting Analyst to streamline its customer service operations. The Workforce and Reporting Analyst will be responsible for real-time monitoring of agent activities, gathering and analyzing of phone and CRM data, and introducing process improvements throughout the whole WFM process. He/she will lead in the preparation and consolidation of all management reports and will be responsible for maintaining both ad hoc and BAU reporting requirements. The Workforce and Reporting Analyst will also be responsible for analyzing call volume and service request patterns and design schedules, forecasts, and resource allocations accordingly. This includes maximizing the utilization of headcount to meet or exceed service-level targets. He/She may also act as an Administrator of Verint and other WFM and Reporting platforms available within Five9. The Workforce and Reporting Analyst will work closely with CS management to provide scheduling performance and trends and recommend adjustments as needed. The ideal candidate will have experience with Call Center Technologies in a workforce or queue management role.

Key Responsibilities:

  • Run Management and WFM Reports
  • Real-time monitoring of agents
  • Create Reports and Dashboards in Salesforce
  • Create Cards/Reports in DOMO
  • Provide feedback to the management team using performance and trending analysis
  • Use workforce management software and call volume history to help manage SL's and determine the most effective method for staffing adjustments
  • Analyze call volume patterns and overall service requests that may come in via other channels such as email and from the web
  • Maximize headcount utilization to meet or exceed service level requirements
  • Design, generate, and coordinate schedules and forecasts
  • Make real-time adjustments to agent schedules and activities
  • Manage and administer Verint and other Five9 WFM platforms available
  • May provide training on report/dashboard creation to Management as needed
  • Perform other duties as assigned by management

Qualifications:

  • Bachelor's degree or higher from a reputable institution or the equivalent in relevant work experience
  • 3+ years of relevant work experience in a call center-related role such as workforce analyst or reporting analyst
  • 3+ years experience with Workforce Systems such as Avaya, CMS, IEX, eWFM, Blue Pumpkin, etc is desired (Verint experience is a plus)
  • Experience in SAP, object-oriented programming, and other data analysis programs or BI tools is a plus (DOMO preferred)
  • Intermediate to advanced knowledge of MS Excel; writing scripts in macro is an advantage
  • Experience with MS Access and SQL is an advantage
  • Ability to create, update, and share databases is an advantage
  • Advanced knowledge in data mining, data analysis, and dashboard creation
  • Strong troubleshooting and report-writing abilities
  • Proven experience creating data-driven knowledge that promotes profitability
  • Capacity to train staff/colleagues in foundational data entry techniques
  • Willing to work a night shift schedule
  • Strong analytical and problem-solving skills
  • Ability to operate with minimal guidance; must be able to exercise sound judgment and decision-making in challenging situations
  • Possesses an ability to prioritize multiple responsibilities and deliver on commitments; must be comfortable working in a fast-paced, dynamic environment
  • Positive, can-do attitude and willingness to jump in and help wherever needed is required
  • Excellent RA's and BA's are encouraged to apply

Company Benefits

  • Company stocks
  • Annual merit increase based on performance
  • 15% night shift differential pay
  • Paid Leave with Cash Conversion
  • HMO with free dependents
  • Retirement Plan
  • Life Insurance
  • While on work from home setup: Internet and meal allowance are provided
  • Employee Assistance Program for mental and social well-being
  • Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13th month pay, Solo parent leave, Special leave for women)

Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills.  The more inclusive we are, the better we are.  Five9 is an equal opportunity employer.

View our privacy policy, including our privacy notice to California residents here:

Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.



  • Manila, National Capital Region, Philippines Five9 Full time

    Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an...


  • Manila, National Capital Region, Philippines Hyprwork Full time ₱900,000 - ₱1,200,000 per year

    Offer: $800-$900– Role OverviewResponsible for analyzing staffing levels, phone system performance, and operational data to ensure efficiency and provide decision-making insights.Key ResponsibilitiesWorkforce ManagementForecast call/chat/email volumes and staffing requirementsCreate, maintain, and optimize schedulesMonitor real-time adherence and...


  • Manila, National Capital Region, Philippines Datacom Connect Full time ₱900,000 - ₱1,200,000 per year

    About DatacomWith over 6,200 people, and centre's of technical excellence spread across Australasia, Datacom is committed to developing and growing its capability across Asia. Founded in 1965 in New Zealand, and with over 2 decades of operating in Malaysia and the Philippines, Datacom has experienced expediential growth. Through all this, Datacom has...


  • Manila, National Capital Region, Philippines Datacom Full time ₱1,200,000 - ₱2,400,000 per year

    About DatacomWith over 6,200 people, and centre's of technical excellence spread across Australasia, Datacom is committed to developing and growing its capability across Asia. Founded in 1965 in New Zealand, and with over 2 decades of operating in Malaysia and the Philippines, Datacom has experienced expediential growth. Through all this, Datacom has...


  • Manila, National Capital Region, Philippines Equicom Services, Inc. Full time ₱400,000 - ₱1,200,000 per year

    Equicom Services Inc., is urgently looking for Workforce Analyst who are amenable for a work onsiteOffice Address: 3F Equicom Center 3308 Zapote St., Brgy. Sta. Cruz, Makati CityQualifications:Must possess a Bachelor's Degree in any fieldAt least 1 year of working experience as a Workforce Analyst in a call center setupExperience in eWFM, RTA, ESP is a...


  • Manila, National Capital Region, Philippines IntouchCX Full time ₱900,000 - ₱1,200,000 per year

    About IntouchCXIntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term...

  • Workforce Manager

    2 days ago


    Manila, National Capital Region, Philippines INTELASSIST INC. Full time ₱1,200,000 - ₱2,400,000 per year

    Employment Type: Full-Time EmploymentWork Setup: Hybrid SetupWork Schedule: Night Shift (Following U.S. Eastern Time Zone)Location: Eastwood, Libis, Quezon CitySalary Package: Up to 80,000 PHP/MonthlyPosition OverviewThe Workforce Manager is responsible for the strategic and tactical planning of contact center staffing and resources to ensure service...

  • Workforce Manager

    4 days ago


    Manila, National Capital Region, Philippines Innodata Knowledge Services, Inc. Full time ₱1,500,000 - ₱2,500,000 per year

    Job description:Key ResponsibilitiesTeam Leadership: Lead and mentor Real-Time Analysts, Supply Planning, and Workforce Experts; set performance goals, conduct evaluations, and support career development.Workforce Planning: Oversee forecasting, scheduling, and resource allocation; ensure staffing efficiency while meeting service-level agreements.Performance...

  • Reporting Analyst

    4 days ago


    Manila, National Capital Region, Philippines IntouchCX Full time ₱600,000 - ₱1,200,000 per year

    About IntouchCXIntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term...


  • Manila, National Capital Region, Philippines RELX Group Full time ₱900,000 - ₱1,200,000 per year

    The Workforce Management Supervisor plays a critical role in ensuring optimal staffing and operational efficiency across the division. This role is responsible for overseeing forecasting, scheduling, real-time monitoring, and reporting functions, while leading a team of WFM Analysts. The Supervisor will collaborate closely with Operations, HR, and other...