WFM Analyst

Tata Consultancy Services; Philippines; On-site; PHP 300,000 - 600,000; Full time

Job summary

Tata Consultancy Services is seeking a Workforce Management professional in the Philippines to optimize scheduling, adhere to performance targets, and collaborate with client teams.

You will manage intraday actions, generate WFM reports, and support new business transitions with staffing models. The role requires 2–4 years in WFM, a bachelor’s degree, and strong communication skills.

Qualifications

• Bachelor’s degree or equivalent in any field.
• 2–4 years of experience in Workforce Management.
• Good verbal & written communication skills to interact with clients and teams.
• Advanced MS Excel knowledge; familiarity with Power BI is a plus.

Responsibilities

• Scheduling & RTA – Manage AHT, shrinkage, leaves, breaks, training, coaching, and meeting schedules and adherence.
• Publish and maintain weekly/monthly schedules and rosters.
• Monitor queues, breaks, and agent adherence in real time.
• Take corrective actions during intraday deviations (e.g., modifying skilling, overtime, VTO).
• Reporting & Analytics – Generate daily, weekly, and monthly WFM reports (AHT, ACD hours, adherence, Sentiments, Recontact etc.).
• Inventory Management – Seat & locker allocation, headset, MTC and thin clients tracking.
• Onboarding & Offboarding, including entitlement enablement and revocation.
• Stakeholder Collaboration – Coordinate with Operations, HR, Training, Quality, IT and Client teams.
• Support new business transitions with Peak Hour staffing, WFM models and planning.
• Participate in business reviews and performance discussions.

Skills

Scheduling

RTA

Analytics

Communication

Teamwork

Night shifts

MS Excel

Power BI

Education

Bachelor’s degree or equivalent

Tools

Avaya One X

NICE WFM

Tableau

Nexidia

GPR

CMS

Job description

1) Bachelor’s degree or equivalent in any field.

3) 2–4 years of experience in Workforce Management

Key Requirements:

• Scheduling & RTA –
• Manage AHT, shrinkage, leaves, breaks, training, coaching, and meeting schedules and adherence.
• Publish and maintain weekly/monthly schedules and rosters.
• Monitor queues, breaks, and agent adherence in real time.
• Take corrective actions during intraday deviations (e.g., modifying skilling, overtime, VTO).
• Reporting & Analytics –
• Generate daily, weekly, and monthly WFM reports (AHT, ACD hours, adherence, Sentiments, Recontact etc.)
• Inventory Management – (Seat & locker allocation, headset, MTC and thin clients tracking)
• Onboarding & Offboarding, including entitlement enablement and revocation.
• Stakeholder Collaboration –
• Coordinate with Operations, HR, Training, Quality, IT and Client teams.
• Support new business transitions with Peak Hour staffing, WFM models and planning.
• Participate in business reviews and performance discussions.

Key Skills

Good verbal & written communication skills to communicate with internal and external customers.

Strong analytical and mathematical skills.

Hands-on experience with WFM tools (Avaya One X, NICE WFM, Tableau, Nexidia, GPR, CMS, etc.).

Ability to work in a team and adhere to timelines consistently. Establish and maintain communication

with Clients and Team members, understand needs, resolve issues, and meet expectations.

Ability to work in night shifts / staggered shifts / weekends / days off based on business requirements.

Knowledge of Advanced MS Excel; familiarity with Power BI tools is a plus.

Ability to work effectively in ambiguity, shifting priorities and multiple deadlines.

Should have advanced knowledge in MS Office.