Live Real-Time Workforce Analyst

Alorica Inc.; Quezon City; On-site; PHP 240,000 - 360,000; Full time

Job summary

Alorica Inc. in Philippines is seeking a Workforce Management Associate to analyze data and optimize staffing across production teams. You will monitor service levels, adherence, and provide timely reports to support scheduling decisions.

The role requires 1+ year of Workforce Management exposure, familiarity with EWFM, Aspect, and IEX, and a background in customer care or contact center environments. Bachelor’s degree preferred, high school diploma required.

Qualifications

• 2 year customer care and/or contact center experience; operations support preferred.
• Prior experience with EWFM, Aspect, and IEX preferred.
• At least 1 year of Workforce Management exposure.
• At least 1 year of working experience in the related field required.

Responsibilities

• Analyze information databases and real-time data to improve daily objectives within the production team.
• Monitor inbound service level goals, department expectations, and employee adherence.
• Provide ad hoc reporting to show adherence to scheduled events within site.
• Assist in skilling and provide data to Global Command Center to ensure employees are assigned correctly to the right queue or line of business.
• Collaborate with other Workforce Teams to make schedule recommendations regarding out of seat activity, VTO, and overtime.
• Perform other duties as assigned by management.

Skills

Customer service

Contact center

Operations support

Workforce management

Education

High School Diploma

Bachelor's degree preferred

Tools

EWFM

Aspect

IEX

Job description

Alorica Inc. in Philippines is seeking a Workforce Management Associate to analyze data and optimize staffing across production teams. You will monitor service levels, adherence, and provide timely reports to support scheduling decisions.

The role requires 1+ year of Workforce Management exposure, familiarity with EWFM, Aspect, and IEX, and a background in customer care or contact center environments. Bachelor’s degree preferred, high school diploma required.