Senior WFM Planning Analyst

TeleTech Holdings, Inc.; Cainta; On-site; PHP 700,000 - 900,000; Full time

Benefits offered by this job

Paid time off (PTO)

Wellness and healthcare benefits

Tuition reimbursement

Performance bonus opportunities

Job summary

A global customer service firm based in the Philippines is seeking a Senior WFM Planning Analyst to enhance operational efficiency through data analytics and automation. This role involves collaborating with cross-functional teams to optimize productivity, reporting on key performance indicators, and delivering strategic recommendations. The ideal candidate possesses a Bachelor's degree, at least 3 years of relevant experience, and advanced Excel skills. A flexible working schedule is needed. The company offers a comprehensive compensation package and emphasizes career development.

Qualifications

• 3+ years of experience related to operational efficiency.
• 5+ years in call center or outsourcing experience.
• Ability to analyze financial impacts from KPIs.

Responsibilities

• Analyze operational data to identify improvement opportunities.
• Support automation solutions deployment and tracking.
• Deliver reporting on operational and financial performance.

Skills

Operational KPIs interpretation

Advanced Excel skills

Cross-functional collaboration

Business Intelligence Platform Administration

Executive communication

Education

Bachelor's degree

Tools

Power BI

Tableau

Qlik

Job description

Job Description - Senior WFM Planning Analyst (04BJI)

Senior WFM Planning Analyst

Your potential has a place here with TTEC’s award-winning employment experience. As a Senior Reporting Analyst working hybrid as needed by the business in Metro Manila, Philippines, you’ll be a part of bringing humanity to business.

What You’ll Be Doing

As a Senior Analyst within the Global Operations Excellence (GOE) team, you will play a key role in driving operational efficiency, automation, and data-driven performance improvement across programs and regions. You will support enterprise initiatives focused on productivity optimization, automation deployment, financial impact analysis, and performance reporting. This role partners closely with Operations, Workforce, Finance, IT, and Digital teams to identify opportunities that reduce non-productive time, improve service delivery, and generate measurable cost savings.

You will report to the Director of Global Operations Excellence and will impact the business through analytics, automation insights, and strategic recommendations.

During a Typical Day, You’ll

• Analyze and scope operational data (HC, FTE, KVS, AHT, adherence, OT, billability, etc.) to identify improvement opportunities.
• Support deployment and performance tracking of automation solutions.
• Deliver enterprise-level reporting on operational and financial performance.
• Quantify financial impact of initiatives such as cost savings and productivity gains.
• Partner with Workforce, Finance, Reporting, IT, and Delivery teams to align on operational and financial data.
• Provide insights and recommendations to Operations leaders to reduce non-productive time and improve efficiency.
• Assist in executive presentations, performance reviews, and enterprise governance discussions.

What You Bring to the Role

• Bachelor’s degree.
• Minimum 3 years of experience.
• 5+ years call center or outsourcing experience.
• Ability to interpret operational KPIs and connect them to financial impact.
• Advanced skill in Excel and other MS Office applications.
• Experience working cross-functionally with Operations, Workforce, and Finance teams.
• Must be able to work in a flexible shift.
• Business Intelligence Platform Administration (Power BI, Tableau, Qlik) experience.
• Ability to deliver high-quality results, on time and on target while working across teams.
• Good executive communication and presentation skills.

What You Can Expect

• Supportive of your career and professional development.
• An inclusive culture and community minded organization where giving back is encouraged.
• A global team of curious lifelong learners guided by our company values.
• Ask us about our paid time off (PTO) and wellness and healthcare benefits.
• And yes… a great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement). Visit https://mybenefits.ttec.com/ for more information.

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different perspectives and allows every individual to bring value to the table in their own unique way.