Workforce Analyst (Contact Center)

Security Bank Corporation; Makati; On-site; PHP 420,000 - 660,000; Full time

Job summary

Security Bank Corporation is seeking a Workforce Analyst for the Makati Head Office to analyze and forecast staffing needs and ensure effective scheduling and coverage.

You will monitor attendance, generate reports, and communicate findings to staff and Operations leadership, supporting adherence to daily and monthly SLAs.

Qualifications

• Proficient in analyzing large data sets to identify trends and drive decisions.
• Experience with workforce management concepts and scheduling optimization.
• Strong written and verbal communication to present findings to leadership.

Responsibilities

• Gather and analyze workforce data to identify trends and patterns.
• Ensure absences are captured and updated in the WFM tool; optimize schedules and breaks.
• Raise alerts to Operations leaders for potential SLA risks.
• Review skills mapping monthly to align telephony with WFM tools.

Skills

Data analysis

Forecasting

Communication

WFM comprehension

Education

Bachelor's degree

Tools

NICE IEX

Kronos

Workday

Job description

About The Role

As a Workforce Analyst under the Contact Center Channel, you will be responsible for analyzing and forecasting the needs of the workforce to ensure efficient staffing levels, scheduling and resource allocation. The main duties include monitoring staff attendance, writing and delivering reports, ensuring daily staff coverage, ensuring schedule adherence, observing attendance incidents, and communicating with staff members.

How You'll Contribute

• Gathers and analyzes workforce data to identify trends and patterns.
• Ensures absences are being captured and updated in the WFM tool. Schedule and breaks optimization. Revision due to absenteeism, unplanned activities, etc.
• Ensures alerts/red flags are being raised to Operations leaders for possible failure of end of day and/or end of month SLA based on the projected SLA targets.
• Monthly review of skills mapping to check the alignment between the telephony and WFM tools.

What We’re Looking For

• Bachelor's degree in any field
• 2-4 years relevant experience in workforce management
• Contact center background in the banking industry is a plus
• Proficiency in analyzing large sets of data to identify trends and make informed decisions
• Familiarity with workforce management software (e.g., NICE IEX, Kronos, Workday) and data analysis tools.
• Ability to use statistical methods and predictive analytics to forecast staffing needs
• Excellent verbal and written communication skills to present findings and recommendations effectively
• Willing to work on shifting schedules and extended hours, including weekends and holidays, as necessary.
• Willing to work on premises in Makati Head Office

About Security Bank

Security Bank is one of the Philippines’ best capitalized private domestic universal banks. Established in 1951 and publicly listed with the Philippine Stock Exchange (PSE:SECB) in 1995, our major businesses cover retail, corporate, commercial, and business (MSME) banking.

We’re recognized as an Employer of Choice in Philippine banking by various award-giving bodies for our values-based culture, industry-leading engagement and benefits, and commitment to work-life balance.

Most recently, we ranked as the #2 best employer in the Philippines and #54 globally on the prestigious Forbes’ World’s Best Employers 2023 list.

At Security Bank, our approach to Human Capital Management (HCM) is embodied by our Employee Value Proposition (EVP): "YOU matter."