Workforce Analyst (WFM)

WORKFORCE ANALYST (WFM)

Department: Workforce Management / Operations

Industry: BPO / Technical Support / Customer Service

Job Type: Full-time

Work Setup: On-site

Work Schedule: Shifting Schedule

Job Summary

We are looking for a detail-oriented and proactive Workforce Analyst (WFM) to manage workforce reporting, forecasting, scheduling, attendance monitoring, and real-time queue management.

The successful candidate will ensure adequate staffing across all shifts, queues, and departments while monitoring workforce performance, identifying staffing gaps, and escalating operational risks. This role requires strong analytical skills, attention to detail, and close coordination with Operations Managers, Team Leaders, and Supervisors.

Key Responsibilities

• Workforce Reporting: Prepare daily, weekly, and monthly reports covering attendance, agent performance, staffing, productivity, and operational metrics.

• Intraday Monitoring: Monitor real-time queue volumes, agent availability, service levels, and staffing conditions throughout the day.

• Attendance Monitoring: Track absences, tardiness, undertime, and agents who are not logged into the required systems during scheduled hours.

• Forecasting and Capacity Planning: Analyze historical workload and forecast staffing requirements based on projected volumes and operational needs.

• Scheduling and Roster Management: Create and maintain employee schedules, ensuring sufficient staffing coverage across all shifts, queues, and departments.

• Queue Monitoring: Monitor inbound calls, emails, tickets, and case management queues, identifying backlogs, workload imbalances, and staffing shortages.

• Schedule Adherence: Monitor compliance with assigned schedules, breaks, and other planned activities.

• Flagging and Escalation: Proactively flag staffing gaps, excessive absences, queue congestion, and potential service-level risks.

• Performance Analysis: Track key operational metrics, identify trends, and provide actionable insights to Operations and Supervisors.

• Operational Coordination: Work closely with Team Leaders and Supervisors to address staffing concerns and implement appropriate corrective actions.

• Data Management: Maintain accurate workforce records, schedules, attendance trackers, and reporting files.

• Process Improvement: Recommend improvements to workforce utilization, scheduling, reporting, and operational efficiency.

Qualifications

• At least 1–2 years of experience in Workforce Management, Workforce Analysis, Real-Time Management, or Reporting within a BPO or customer support environment.

• Strong proficiency in Microsoft Excel, including formulas, PivotTables, lookup functions, and data analysis.

• Knowledge of workforce forecasting, scheduling, staffing requirements, and real-time monitoring.

• Familiarity with call center metrics such as AHT, ASA, service level, occupancy, and schedule adherence.

• Experience with workforce management systems, telephony platforms, or reporting tools is an advantage.

• Strong analytical, organizational, and problem-solving skills.

• Excellent attention to detail and accuracy in reporting.

• Ability to work independently, manage multiple priorities, and meet reporting deadlines.

• Strong communication skills and the ability to coordinate with different operational teams.

• Willingness to work on shifting schedules, weekends, and holidays as required.

What We Are Looking For

We need a proactive Workforce Analyst who can do more than generate reports. The ideal candidate can analyze workforce data, anticipate staffing shortages, monitor queues in real time, and ensure that every shift and department has adequate staffing to meet operational requirements.

If you are analytical, organized, and committed to workforce optimization, we encourage you to apply!

Salary: $500 – $600 USD per month

Pay: Php31,700.00 - Php38,000.00 per month

Work Location: In person