Real-Time Call Center Workforce Analyst

Testing Site - JPMC; Cebu City; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Variable shift

Full Time Onsite

Job summary

Testing Site - JPMC is seeking an experienced Workforce Analyst for its COS Solution Center in Cebu City. The role focuses on real-time service level monitoring, scheduling alignment, and workforce planning across multiple sites and functions.

The ideal candidate will bring 4+ years in large call centers, strong analytical skills, and proficiency with MS Excel, Alteryx, and Tableau. You will collaborate with stakeholders to optimize performance and service delivery.

Qualifications

• 4+ years experience in large call center, multi-site, or similar environments.
• 2+ years experience in a workforce management role.
• Advanced knowledge of Call Center Operations, Contact Center Metrics, and Workforce Planning practices.
• Excellent written and oral communication skills.
• Strong quantitative analysis, critical thinking, problem solving, and innovation.
• Highly detail oriented with ability to manage multiple projects/tasks simultaneously.
• Comfortable with a fluid business environment and interacting with people at all levels.

Responsibilities

• Provide real time service level oversight and scheduling alignment to support business strategy.
• Identify need to adjust off-phone time and movement to optimize service levels and communicate changes to management.
• Plan and influence participation in off-phone activities for meetings and coaching.
• Maintain real time schedules and complete real time analysis.
• Complete real time segment entry of requests within guidelines requiring service level analysis.
• Tier 1 troubleshooting for business interruption and escalation as needed.
• Perform root cause and trend analysis to identify opportunities and make strategic recommendations.

Skills

Call center operations

Workforce planning

Quantitative analysis

Communication skills

Multitasking & time management

Stakeholder management

Problem solving

Tools

MS Excel

Alteryx

Tableau

Job description

Testing Site - JPMC is seeking an experienced Workforce Analyst for its COS Solution Center in Cebu City. The role focuses on real-time service level monitoring, scheduling alignment, and workforce planning across multiple sites and functions.

The ideal candidate will bring 4+ years in large call centers, strong analytical skills, and proficiency with MS Excel, Alteryx, and Tableau. You will collaborate with stakeholders to optimize performance and service delivery.