Workforce Analyst

Job Overview We are urgently looking for 2 experienced Workforce Analysts to join our growing team in Taguig or Cebu. In this role, you will lead capacity planning, call volume forecasting, and data analytics to optimize service levels across our operations. If you have strong BPO workforce management experience and advanced Excel/VBA skills, we want to hear from you! Key Responsibilities • Capacity Planning & Forecasting: Build accurate short-term and long-term staffing forecasts, shrinkage models, and capacity plans to meet business SLAs. • Data Analytics & Reporting: Analyze historical call center trends, real-time performance metrics, and operational data to drive strategic staffing decisions. • Automation & Tool Management: Develop, maintain, and automate workforce reports and trackers using MS Excel, MS Access, VBA, and VB.Net. • Documentation & Training: Create clear process documentation (SOPs) and conduct training sessions for operations and WFM stakeholders. • Stakeholder Presentations: Deliver data-driven insights and capacity updates through clear written reports and face-to-face presentations. Qualifications & Requirements • Education: Must possess at least a Bachelor’s or College degree in any field. • WFM Experience: Minimum of 2–3 years of hands-on working knowledge in Workforce or Resource Management within a Call Center, BPO, or Customer Service environment. • Analytics Experience: At least 1.5–2 years of dedicated data analytics experience. • Technical Skills: Deep, expert-level proficiency in Microsoft Excel, MS Access, VBA, VB.Net, MS Word, and MS PowerPoint. • Core Competencies: Strong grasp of WFM Capacity Planning and Forecasting principles. • Communication: Excellent written and verbal communication skills, with confidence in delivering face-to-face presentations and stakeholder training. • Work Setup: Amenable to a Hybrid work setup (Taguig or Cebu), Graveyard Shift, and available to start ASAP.