Workforce Analyst

GECO Asia Pte. Ltd; Taguig; Hybrid; PHP 391,000 - 547,000; Full time

Job summary

GECO Asia Pte. Ltd is seeking a highly analytical Workforce Analyst to join our Workforce Management team.

The role supports workforce planning, forecasting, capacity management, and reporting to ensure operational efficiency and service level achievement. The ideal candidate has 2–3 years in Workforce Management within BPO or call center environments, with strong forecasting and analytics skills, and familiarity with reporting automation and process improvement.

Qualifications

• Bachelor's degree required.
• 2–3 years in Workforce Management or related analytical role.
• Strong knowledge of forecasting, capacity planning, resource planning and analytics.

Responsibilities

• Forecasting, capacity planning, and staffing analysis to support business needs.
• Analyze historical trends, call volumes, and workload patterns to inform forecasts.
• Monitor staffing requirements and optimize resource utilization.
• Develop and maintain workforce models, forecasting tools, and capacity plans.
• Create automated reports, dashboards, and analytics for operations and leadership.
• Track key metrics: service levels, productivity, occupancy, utilization, staffing efficiency.
• Prepare SOPs and process documentation; conduct training on processes.
• Collaborate with operations and reporting teams on workforce planning initiatives.

Skills

Workforce Forecasting

Capacity Planning

Resource Planning

Workforce Analytics

Data analytics

Stakeholder communication

Process documentation

Multi-priority management

Education

Bachelor's degree in any field

Tools

Microsoft Excel

Microsoft Access

VBA

VB.Net

Microsoft PowerPoint

Job description

Workforce Analyst

Location: Manila or Cebu (Hybrid)
Work Schedule: Graveyard Shift
Employment Type: Full-Time
Salary Package: PHP 35,000 - PHP 49,000

Job Overview

We are seeking a highly analytical Workforce Analyst to join our Workforce Management team. This role is responsible for supporting workforce planning, forecasting, capacity management, and reporting activities to ensure operational efficiency and service level achievement.

The ideal candidate has experience in Workforce Management (WFM) within the BPO, call center, customer service, or shared services industry, with strong technical expertise in forecasting, capacity planning, analytics, reporting automation, and process improvement.

Key Responsibilities

• Perform workforce forecasting, capacity planning, and staffing analysis to support business requirements.

• Analyze historical trends, call volumes, workload patterns, and operational metrics to develop accurate forecasts.

• Monitor staffing requirements and recommend adjustments to optimize resource utilization.

• Create and maintain workforce models, forecasting tools, and capacity plans.

• Develop and automate reports, dashboards, and workforce analytics using various tools and technologies.

• Generate daily, weekly, monthly, and ad hoc reports for operations and leadership teams.

• Track and analyze key workforce management metrics, including service levels, productivity, occupancy, utilization, and staffing efficiency.

• Identify trends, risks, and opportunities through data analysis and provide actionable recommendations.

• Prepare and maintain process documentation, standard operating procedures (SOPs), and reporting guidelines.

• Conduct training sessions and knowledge transfers based on documented processes and workforce management procedures.

• Collaborate with operations, reporting teams, and business stakeholders to support workforce planning initiatives and continuous improvement efforts.

Required Qualifications

• Bachelor's degree in any field.

• Minimum of 2 to 3 years of experience in Workforce Management, Resource Management, or a related analytical role.

• Strong knowledge of:

  • Workforce Forecasting

  • Capacity Planning

  • Resource Planning

  • Workforce Analytics

• Experience within the call center, BPO, customer service, or shared services industry is preferred.

• At least 1.5 to 2 years of data analytics experience.

• Advanced to expert-level proficiency in:

  • Microsoft Excel

  • Microsoft Access

  • VBA

  • VB.Net

• Microsoft PowerPoint

Strong analytical and problem-solving skills with excellent attention to detail.

Good written and verbal communication skills, including stakeholder presentations.

Experience creating business process documentation and standard operating procedures.

Experience conducting training sessions and knowledge-sharing activities based on documented processes.

Ability to manage multiple priorities and work effectively in a fast-paced environment.

Preferred Qualifications

• Experience supporting workforce planning for multi-skill or multi-site operations.

• Exposure to workforce management platforms and scheduling tools.

• Knowledge of reporting automation and process improvement methodologies.

• Experience developing dashboards and advanced reporting solutions.

• Familiarity with operational performance metrics and service delivery management.