Workforce Analyst

CGI (PHILIPPINES) INC.; Philippines; On-site; PHP 360,000 - 540,000; Full time

Job summary

CGI (PHILIPPINES) INC. is seeking a Workforce Management Agent to forecast workload, plan capacity, and monitor real-time performance to sustain service levels in a Transfer Agency Client Service Desk.

The role emphasizes data analysis, cross-team coordination, and delivering actionable insights to stakeholders and leadership. 1–3 years in workforce management and Excel proficiency are desirable.

Qualifications

• Strong analytical capabilities with proficiency in Excel (Pivots, VLOOKUP).
• Experience using Workforce Management tools (Verint, NICE IEX, Genesys) and CRM systems.
• Basic understanding of Transfer Agency operations, mutual funds, distributions, and KYC.
• College graduate with 1–3 years in Workforce Management.

Responsibilities

• Forecast workload by analyzing historical volumes and trends to estimate demand.
• Develop and maintain staffing schedules to meet forecasted demand and SLAs.
• Monitor real-time performance including occupancy and schedule adherence; adjust as needed.
• Prepare reports and dashboards to track performance and provide insights.
• Collaborate with Team Leads to coordinate off-phone activities while maintaining service delivery.

Skills

Analytical skills

Excel

Communication skills

Education

College graduate

Tools

Verint

NICE IEX

Genesys

CRM

Job description

Position Description

As a Workforce Management Agent, you will support the effective operation of the Transfer Agency Client Service Desk by ensuring appropriate staffing coverage and resource alignment. This role focuses on forecasting workload, planning capacity, and monitoring real-time performance to help maintain service levels and operational efficiency. You will combine data analysis with coordination across teams to ensure customer demand is met while balancing business and workforce needs.

Your future duties and responsibilities

Forecasting and Analysis

Analyze historical interaction volumes (calls, emails, chats) and relevant trends to forecast future workload.

Capacity Planning

Develop and maintain staffing schedules that align with forecasted demand and peak periods to meet Service Level Agreements (SLAs).

Real-Time Monitoring

Monitor real-time performance, including agent occupancy, schedule adherence, and shrinkage (breaks, training, meetings), and make necessary adjustments to manage volume fluctuations.

Reporting

Prepare regular reports and dashboards to track performance, identify gaps, and provide actionable insights to stakeholders and leadership.

Stakeholder Collaboration

Work closely with Team Leads and other stakeholders to coordinate off-phone activities while maintaining service delivery standards.

Required qualifications to be successful in this role

• College Graduate
• 1–3 years of experience in Workforce Management, preferably in a high-volume contact center or financial services environment.

Analytical Skills

Strong analytical capabilities with proficiency in Microsoft Excel (e.g., Pivot Tables, VLOOKUP).

Systems Knowledge

Experience using Workforce Management tools (e.g., Verint, NICE IEX, Genesys) and Customer Relationship Management (CRM) systems.

Industry Knowledge

Basic understanding of Transfer Agency operations, including mutual funds, distributions, and KYC processes, is an advantage.

Communication Skills

Ability to communicate schedule changes and operational updates clearly and professionally.

Why This Role Is Important

Effective workforce management is critical to ensuring timely and reliable service in a Transfer Agency environment. This role helps maintain consistent service levels, supports business continuity, and contributes to a positive client and customer experience.

Success Metrics

• Service Level (SL): Achievement of target response times (e.g., 80/20).
• Schedule Adherence: Alignment between planned schedules and actual agent activity.
• Forecast Accuracy: Minimal variance between forecasted and actual volumes.

Note to Candidates

This role requires flexibility and the ability to adapt to changing business conditions. Strong time management and composure under pressure are essential.

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.