WORKFORCE 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

Job Description:

About Us

At TSA Group, we design and deliver contact centre solutions for some of the world’s leading brands. We create experiences that people love, by revolutionising the way they connect with brands. Our work spans multiple industries, including telco, logistics, insurance, automotive, travel, and government. With over 5,000 dedicated professionals across Australia, New Zealand, and the Philippines, we ensure that every interaction is meaningful and impactful.

We have a team of talented technology experts and customer experience consultants that work hand in hand to create this seamless and genuinely enjoyable customer journey. Our technology experts build the tech that enables our clients to deliver great experiences for their customers, and our consultants work to provide a tailored and considered approach to customer service and sales.

Company Description

TSA is an Australian-owned business specializing in helping companies acquire, retain and grow their consumer customer bases. We represent some of the country's largest brands, across eight call centres in Australia and internationally.

We’re a purpose driven business and our mission is clear. We endeavor to create experiences that people love, by revolutionizing the way they connect and communicate with brands.

Job Responsibilities

The Workforce Analyst is responsible for providing short-, medium- and long-term forecasting of Key WFM metrics such as call volume, average handle time and staff requirement within the business and production of analysis to support operation. The Workforce Analyst will ensure strategic goals are met through forecast modelling, collaborative planning, and effective communication.

Key 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

Qualifications

• A 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.
• Demonstrable experience of effectively engaging with the business.
• Build and maintain relationships with key internal and external business stakeholders.
• Be proactive versus reactive in anticipating workforce management needs.
• Rise to a challenge and thrive in a fast-paced demanding environment.
• Advanced Microsoft Excel skills.
• Mid-level to advanced experience using Microsoft office software.
• Able to demonstrate logical reasoning and the ability to communicate complex information.
• A customer service orientation.
• Can-do attitude.
• Strong analytical skills

Additional Information

Want to know more? Check out our social media pages:

Website: https://tsagroup.com.au/

Instagram: tsa_group_

LinkedIn: https://www.linkedin.com/company/tsa-group-australia/

TSA Group is an equal opportunity employer. We celebrate diversity and are dedicated to creating an inclusive environment for all employees and building a workforce that reflects the diverse communities we serve. We provide equal opportunities to all, regardless of gender identity, ethnicity, disability, sexual orientation, or life stage. Join us and be part of a team that values and respects every individual's unique contributions.