Strategic Workforce & Analytics Analyst

Outsource Staffers, OPC; Cebu City; On-site; PHP 420,000 - 780,000; Full time

Benefits offered by this job

HMO upon regularization

Government contributions

Weekends off

20 leave credits upon regularization

Job summary

Outsource Staffers, OPC in Cebu City, Philippines seeks a Workforce Analyst to drive staffing efficiency and service levels. You will plan, forecast, schedule, and monitor real-time performance to align staffing with workload and SLAs.

The role requires 1–3 years of WFM experience in a BPO, strong Excel/Sheets skills, and the ability to analyze data and communicate insights to management. On-site work at Cebu IT Park is expected.

Qualifications

• 1–3 years of hands-on Workforce Management experience in a BPO.
• Experience with forecasting, staffing, scheduling and RTA.
• Proficient in Excel or Google Sheets.
• Strong analytical and problem-solving skills.
• Good communication skills.
• Self-driven, reliable, stable mindset, and pro-active character.
• On-site work at Cebu IT Park.

Responsibilities

• Monitor staffing performance, schedule adherence, attendance, productivity, and operational metrics to ensure service levels are achieved.
• Prepare reports, maintain workforce data, identify trends, and provide improvement recommendations.
• Forecast workload and identify staffing needs.
• Monitor queues and agent status in real time (RTA).
• Make intraday adjustments to maintain service levels.
• Coordinate with HR and Operations.
• Handle escalation line (Batt Phone).

Skills

Workforce management

Forecasting

Scheduling

Real-time monitoring

Data analysis

Excel/Google Sheets

Communication

Proactive mindset

Tools

Excel

Google Sheets

Job description

Outsource Staffers, OPC in Cebu City, Philippines seeks a Workforce Analyst to drive staffing efficiency and service levels. You will plan, forecast, schedule, and monitor real-time performance to align staffing with workload and SLAs.

The role requires 1–3 years of WFM experience in a BPO, strong Excel/Sheets skills, and the ability to analyze data and communicate insights to management. On-site work at Cebu IT Park is expected.