Workforce Analyst

BEAWESOME, INC.; Davao City; Presencial; PHP 300.000 - 520.000; Jornada completa

Descripción de la vacante

Awesome CX by Transcom is seeking a Workforce Analyst for its Davao site. The role focuses on forecasting, scheduling, real-time monitoring, and performance reporting to optimize contact center operations. Knowledge of WFM tools and data analysis is essential.

The candidate will manage schedules, monitor adherence, and drive process improvements across WFM systems to support service levels and efficiency.

Formación

• 6 months to 3+ years in workforce management, real-time monitoring or operational analysis in a contact center or service delivery environment.
• Proficiency with WFM platforms and data analysis tools.
• Strong communication and problem-solving abilities are essential.

Responsabilidades

• Forecasting and capacity planning based on historical trends, seasonality and campaign adjustments.
• Create and maintain balanced employee schedules, accounting for time-off and training needs.
• Monitor real-time adherence, queues, SLAs and staffing metrics with immediate adjustments.
• Generate daily, weekly, monthly reports and highlight actionable insights for management.
• Maintain and optimize WFM software systems and collaborate to streamline processes.

Conocimientos

Workforce management

Real-time monitoring

Operational analysis

Analytical skills

Herramientas

Nice IEX

Verint

Aspect

Teleopti

Excel

SQL

Power BI

Tableau

Descripción del empleo

Workforce Analyst for Awesome CX by Transcom

Awesome CX by Transcom is looking for talented individuals like you to join our awesome team! Be a Workforce Analyst for our Awesome CX by Transcom Davao site. This role is responsible for administering first aid, conducting comprehensive health assessments, and identifying potential health risks among employees. They also monitor workplace conditions and promote employee well-being by applying their professional medical training and clinical expertise in alignment with occupational health standards.

Join our Awesome CX by Transcom Family as a Workforce Analyst!

Key Responsibilities:

• Forecasting &a Capacity Planning: Analyze historical call/contact trends, seasonality, and campaign adjustments to generate accurate short-term and long-term contact volume and shrinkage forecasts.

• Scheduling & Shift Management: Create and maintain balanced employee schedules, ensuring coverage aligns with predicted workload patterns while accommodating time-off requests, training, and operational constraints.

• Real-Time Monitoring (RTA): Track intra-day adherence, call queue activities, service levels, and staffing metrics to make immediate real-time adjustments (e.g., reallocating agents, adjusting break times, or offering overtime/voluntary time off).

• Performance Analysis & Reporting: Generate daily, weekly, and monthly WFM performance reports (e.g., adherence, shrinkage, occupancy, average handle time, SLA delivery) and highlight actionable insights for management.

• Process Improvement & Tool Management: Maintain and optimize Workforce Management software systems (e.g., Nice IEX, Verint, Aspect, Teleopti) and collaborate with operations leads to streamline planning processes.

What we are looking for:

To be successful in this role, you must have...

• Experience: 6 months–3+ years of experience in workforce management, real-time monitoring, or operational analysis within a contact center or service delivery environment.

• Technical Skills:

• Proficiency with WFM platforms
• Advanced Microsoft Excel skills (Pivot Tables, complex formulas, data analysis).
• Familiarity with database querying tools (e.g., SQL) or visualization tools (e.g., Power BI, Tableau) is a plus.

• Soft Skills: Strong analytical and problem-solving abilities, high attention to detail, clear communication skills, and the ability to work under pressure in a fast-paced environment.

What Life at Awesome CX by Transcom is like

Awesome CX by Transcom inclusive culture is rooted in wellness & fun. Culture doesn’t equal perks! We've got great amenities, suited to every need. You’ll be hard pressed to find a company that doesn’t say they have great culture, so what makes us different?

Wellness:

At Awesome CX by Transcom, we want to take care of our greatest assets, our people! We are sure to prioritize the whole person, not just their professional life, but their personal one as well. Knowing that happy and healthy employees make top performers.

The health and well-being for all Awesome CX by Transcom team members is, and will remain, our greatest priority. Accessibility to health care means an onsite care center, STD testing, as well as insurance equality for everyone to ensure that every person has peace of mind.

One of our core values is “good vibes”. We like to think that we provide an awesome environment to support as many good days as possible. However, on the inevitable, yet occasional bad days, we offer resources such as an in-house psychologist, mental health courses, as well as a dance and yoga studio to help give our team a boost.

Free daycare facilities give our teams one less thing to worry about while at work. By providing a safe place for kids to learn, play, and grow, Awesome CX by Transcom helps the parents on our teams focus on their work knowing their kids are well taken care of.

True to our value of “Keeping It Real” we encourage our team members to come as they are and be their authentic selves at work. We celebrate each other’s differences, whether that is by honoring a cultural holiday or celebrating Pride month!

Career Development - At Awesome CX by Transcom, we look to support our customer experience specialists just as much as they are committed to supporting your customers. A vast variety of training and education give our agents the tools they need to thrive and succeed.

Awesome Cares - community involvement and charitable contributions The importance of giving back to our community is embedded in our DNA, which is why one of our values is “Do the right thing”. We take responsibility for the impact we can make on our brands, our people, and our planet.

Fun:

At Awesome CX by Transcom we work hard, we play harder! After all, what’s life without a little fun? We believe that a culture that creates long lasting happiness is a culture that delivers client results. Our in-office amenities and team building excursions contribute to Awesome CX by Transcom’s cool-ture.

Work doesn’t have to be boring… We bring the fun to the workplace…

• Life size chess board
• Putting green
• Waterfalls
• Dance and yoga studio
• Pingpong tables
• Cafes
• Collaborative Workspaces

Our teams are more like family. That’s in large part due to our team building events and off-site excursions. From fun happy hours after work, to amazing sightseeing trips, there’s so much we have to offer to bond our team together.

Year-end party - honestly, we can’t even explain it. You’d have to see it to believe it. This is an unforgettable time of year for our teams to get together and celebrate their accomplishments.

Our dedication to ensuring employee happiness goes above and beyond. And by that, we mean that we have a whole happiness team whose job is to bring joy into the office. From celebrating team members’ birthdays, to recognizing amazing accomplishments, the happiness team is there to put a smile on everyone's face!