WORKFORCE MANAGEMENT (WFM) & DATA ANALYST

General Objective

The Workforce Analyst is responsible for supporting the Company’s operational efficiency through effective workforce planning, forecasting, scheduling, real-time monitoring, and data analysis. The role ensures that staffing levels and resources are aligned with business demands, workload requirements, and service-level objectives.

The Workforce Analyst analyzes operational trends and workforce data to identify staffing gaps, optimize resource allocation, and provide actionable insights to management. This position also supports multiple teams by monitoring real-time performance, evaluating workforce utilization, and helping ensure that operations maintain appropriate staffing levels and consistently meet established service level, productivity, and performance targets.

Responsibilities

• Monitor staffing performance, schedule adherence, attendance, productivity, and operational metrics to ensure that business objectives, client requirements, and service levels are consistently achieved
• Prepare reports, maintain workforce data, identify operational trends, and provide recommendations that support operational improvement and workforce optimization
• Forecast workload and identify staffing needs
• Monitor queues and agent status in real time (RTA)
• Make intraday adjustment to maintain service levels
• Coordinate with HR and Operations
• Handle escalation line (Batt Phone)

Qualifications

• 1–3 years of hands-on Workforce Management experience in a BPO. Candidates with experience beyond this range may also be considered based on overall qualifications.
• Hands-on experience with forecasting, staffing, scheduling and RTA
• Proficient in Excel or Google Sheets
• Strong analytical & problem-solving skills
• Good communication skills
• Self-driven, reliable, stable mindset, and pro-active character
• Comfortable working on-site at Cebu IT Park

Preferred/Advantageous:

• Experience supporting multiple teams or lines of business
• Experience working with WFM platforms or workforce management tools
• Experience with capacity planning, staffing models, or schedule optimization
• BPO experience supporting high-volume customer service or sales operations

NOTE: This is not an entry-level analyst position. We need someone who has actually worked in WFM.

What we Offer

• HMO upon regularization
• Government Contributions
• Weekends Off
• Night Differential
• 20 leave credits upon regularization

About Us

Outsource Staffers, OPC is a fast-growing Business Process Outsourcing (BPO) company based in Cebu City, Philippines. We provide world-class customer service, sales, appointment setting, collections, and social media support to businesses around the globe.

As our organization continues to grow, we are looking for a Workforce Analyst who can help ensure that our teams are properly staffed, efficiently scheduled, and equipped to consistently meet operational and service-level requirements.