WORKFORCE ANALYST

Gratitude Philippines; Manila; On-site; PHP 580,000 - 1,004,000; Full time

Job summary

Gratitude Philippines in Manila is seeking a Workforce Analyst to join our capacity planning and forecasting team for call center operations. You will leverage advanced Excel and data tools to drive accurate workload forecasts and resource requirements.

The role requires strong communication and documentation skills, with the ability to train teams on developed processes. This onsite graveyard-shift position offers ASAP start with 2 openings.

Qualifications

• Bachelors degree required.
• 2–3 years in WFM capacity planning and forecasting.
• 1.5–2 years of data analytics experience; strong Excel/Access/VBA skills.

Skills

WFM Capacity Planning

Forecasting

Data Analytics

Excel

MS Access

VBA

VB.Net

MS Word

MS PowerPoint

Education

Bachelor's degree

Tools

Microsoft Excel

MS Access

VBA

VB.Net

MS Word

MS PowerPoint

Job description

WE ARE HIRING!

WORKFORCE ANALYST – CAPACITY PLANNING & FORECASTING

Work Setup: Onsite

Work Schedule: Graveyard Shift

Number of Openings: 2

Target Start Date: ASAP

ABOUT THE ROLE

We are seeking a skilled and analytical Workforce Analyst with strong expertise in WFM Capacity Planning, Forecasting, and Data Analytics.

The ideal candidate should have a solid understanding of workforce and resource management principles within the call center, BPO, or customer service industry, alongside advanced technical proficiency in Microsoft Excel, MS Access, VBA, and other Microsoft Office applications.

The successful candidate should also possess strong communication, business writing, documentation, and presentation skills.

QUALIFICATIONS & REQUIREMENTS

Educational Requirements

• Candidate must possess at least a Bachelor's degree or college degree.

Technical & Professional Experience

• Strong knowledge of WFM Capacity Planning and Forecasting.
• Minimum of 2–3 years' working knowledge and technical understanding of Workforce or Resource Management principles, concepts, and practices within the call center, Business Process Outsourcing (BPO), or customer service industry.
• 1.5–2 years of data analytics experience required.
• Deep expert knowledge of the following:
  
  • Microsoft Excel
  • MS Access
  • VBA
  • VB.Net
  • MS Word
  • MS PowerPoint

Communication & Documentation Skills

• Good written and verbal communication skills, including face-to-face presentations.
• Experience in business writing, particularly process documentation.
• Experience providing training based on developed documentation.

RECRUITMENT PROCESS

Validation

Zwayam Profile Creation

HR Interview

Hiring Manager Interview

Onboarding

TARGET START DATE: ASAP