Remote Workforce Forecasting & Scheduling Analyst

Magic; Taguig; Remote; PHP 433,000 - 693,000; Full time

Job summary

Magic is seeking a Workforce Management Analyst to optimize a 24/7 contact center. The role focuses on forecasting, scheduling, and performance analytics to improve service levels while supporting burnout-free shifts. Remote work is required, with emphasis on data-driven staffing decisions and cross-functional collaboration.

The candidate will build models, automate workflows, and partner with CX teams to ensure scalable, efficient operations as the company grows.

Qualifications

• Minimum 2 years of workforce management or forecasting in a contact center.
• Advanced proficiency with Deputy and Google Sheets or Excel.
• Ability to analyze large datasets and translate findings into actionable plans.
• Experience with tools such as Gorgias and Slack.
• Strong written and verbal communication skills.
• Remote-work setup: reliable internet and quiet workspace.

Responsibilities

• Identify bottlenecks in shift bidding, PTO tracking and scheduling; automate workflows.
• Build forecasting models and dynamic dashboards to reveal volume trends.
• Experiment with shift structures to maximize coverage and balance.
• Integrate Deputy with CX tools for real-time adherence and schedule adjustments.
• Forecast short- and long-term volumes across channels.
• Plan staffing with seasonality, launches, and campaigns.
• Develop and manage daily, weekly, monthly schedules in Deputy.
• Monitor attendance, adherence, and time-off requests.
• Generate workforce reports and drive actionable recommendations.
• Collaborate with CX Talent and leadership on hiring and resource planning.

Skills

Forecasting

Data analysis

Workforce planning

Scheduling

Communication

Remote work setup

Tools

Deputy

Google Sheets

Excel

Gorgias

Slack

Job description

Magic is seeking a Workforce Management Analyst to optimize a 24/7 contact center. The role focuses on forecasting, scheduling, and performance analytics to improve service levels while supporting burnout-free shifts. Remote work is required, with emphasis on data-driven staffing decisions and cross-functional collaboration.

The candidate will build models, automate workflows, and partner with CX teams to ensure scalable, efficient operations as the company grows.