Strategic Contact Center Forecasting Analyst

TSA Group - Australia; Pasay; On-site; PHP 600,000 - 840,000; Full time

Job summary

TSA Group is seeking a Workforce Analyst in a Philippines-based role to forecast call volume, handle time, and staffing needs. You’ll develop short-, medium-, and long-term plans and collaborate with the Workforce Planner to build accurate rosters.

You will produce precise reports, identify trends, and drive continuous improvement by communicating findings to the business. A two-year experience in contact center WFM, advanced Excel, and strong analytical skills are required.

Qualifications

• Minimum of two years' experience in contact centre industry workforce management and scheduling.
• Well versed in workforce end to end process methodology.
• Highly skilled with Workforce Management Systems.
• Proactive in engaging with the business.
• Build and maintain relationships with key internal and external stakeholders.
• Advanced Microsoft Excel skills.
• Ability to communicate complex information.
• Customer service orientation.
• Can-do attitude.
• Strong analytical skills.
• Rise to a challenge and thrive in a fast-paced environment.

Responsibilities

• Work with the Workforce Planner to create accurate rosters that meet the business needs.
• Maintain rosters in line with business and staff requests.
• Produce highly accurate reports highlighting results across key business drivers, including trends.
• Analysis of data and reporting to identify emerging trends and anomalies, in order to communicate to workforce planner.
• Analysis of data and reporting to identify business opportunities and continuous improvement.

Skills

Forecasting

Roster management

Data analysis

Excel

Communication

Stakeholder management

Analytical thinking

Customer service

Tools

Workforce Management Systems

Microsoft Office

Job description

TSA Group is seeking a Workforce Analyst in a Philippines-based role to forecast call volume, handle time, and staffing needs. You’ll develop short-, medium-, and long-term plans and collaborate with the Workforce Planner to build accurate rosters.

You will produce precise reports, identify trends, and drive continuous improvement by communicating findings to the business. A two-year experience in contact center WFM, advanced Excel, and strong analytical skills are required.