Workforce Analyst

Workforce Management Analyst

We are seeking a detail-oriented and analytical Workforce Management (WFM) Analyst to join our team and play a critical role in optimizing workforce efficiency and service delivery. In this position, you will be responsible for supporting workforce planning, scheduling, real-time operations monitoring, and performance reporting to ensure optimal staffing levels across our operations. The ideal candidate will bring a strong understanding of workforce management principles combined with excellent analytical capabilities. You will work closely with operations teams to monitor key performance indicators, identify trends, and provide data-driven insights that support efficient workforce utilization and help maintain service level targets. This role is perfect for someone who thrives in a fast-paced, customer-focused environment and enjoys working with data to solve complex operational challenges. You will be instrumental in ensuring that our staffing strategies align with business requirements while maintaining high standards of service delivery. As a WFM Analyst, you will have the opportunity to make a meaningful impact on operational performance through continuous improvement initiatives, proactive problem-solving, and strategic workforce planning support.

Responsibilities

• Monitor real-time staffing levels, agent availability, attendance, and schedule adherence to ensure optimal workforce coverage throughout operational hours
• Assist in workforce forecasting, capacity planning, and scheduling based on projected business volumes, historical trends, and operational requirements
• Track and analyze key operational metrics including service levels, average handling time (AHT), occupancy, shrinkage, and schedule adherence to identify performance trends
• Prepare and distribute daily, weekly, and monthly workforce reports and performance dashboards for management and operational stakeholders
• Identify staffing gaps, scheduling conflicts, and operational trends, and recommend appropriate adjustments to optimize workforce efficiency
• Coordinate with operations teams to address real-time staffing concerns, facilitate intraday adjustments, and ensure adequate coverage during peak periods
• Monitor intraday performance and provide timely updates on staffing and service level variances to enable proactive decision-making
• Analyze historical data and operational trends to support strategic workforce planning, decision-making, and continuous improvement initiatives

Qualifications

• Minimum 2 years of experience in Workforce Management, preferably within a BPO, call center, or customer service environment
• Demonstrated experience with workforce management functions including forecasting, scheduling, real-time monitoring, and reporting
• Advanced proficiency in Microsoft Excel for data analysis, formulas, and reporting
• Strong analytical and problem-solving skills with excellent attention to detail
• Proven ability to interpret operational data and translate findings into actionable recommendations
• Excellent communication and coordination skills for working with operations and support teams

Skills

Tools/Platforms

Reporting Dashboards

Common Methodologies/Frameworks

Workforce & Workload Management Workforce Planning Models

General Skills

Performance Management Data Interpretation

Soft Skills

Critical Thinking Attention to Detail Time Management Communication Analytical Thinking

Education & Experience

Education

Bachelors

Minimum

Experience

2+ Years

Additional Requirements

Technological Requirements Windows Language English City/Province/Country Taguig, National Capital Region (Metro Manila), Philippines

Working Hours

Monday 21:00 - 06:00 (Asia/Manila) Tuesday 21:00 - 06:00 (Asia/Manila) Wednesday 21:00 - 06:00 (Asia/Manila) Thursday 21:00 - 06:00 (Asia/Manila) Friday 21:00 - 06:00 (Asia/Manila)