Workforce Analyst - TP Alphaland, Makati

Teleperformance; Makati; On-site; PHP 670,000 - 1,228,000; Full time

Job summary

Teleperformance is seeking a Workforce Analyst to join our TP Alphaland location in Makati City, Metro Manila. This full-time role focuses on analysing staffing data, forecasting labour requirements, and providing actionable insights to support workforce planning and scheduling, while maintaining service levels and cost efficiency across our contact centre operations.

The role requires strong data analysis skills, experience with BI tools, and the ability to communicate clearly with

Qualifications

• Proven experience in workforce analytics or related analytical roles in a contact centre.
• Strong proficiency in data analysis tools and BI platforms (Excel/SQL/Tableau).
• Solid understanding of contact centre operations and WFM principles.
• Excellent analytical and problem-solving skills with data-driven insights.
• Experience with forecasting methodologies and statistical analysis.
• Great attention to detail and accuracy with large datasets.
• Excellent written and verbal English communication for stakeholders.
• Experience with WFM systems is advantageous.
• Bachelor's degree preferred in relevant field; ability to work independently.
• Strong organisational skills and ability to manage multiple projects.

Responsibilities

• Analyse workforce data and metrics to identify trends and areas for improvement.
• Develop and maintain workforce forecasting models based on historical data and projections.
• Monitor KPIs such as staffing levels, occupancy, adherence and turnover.
• Collaborate with scheduling and operations to optimise staff scheduling and resources.
• Prepare reports and dashboards presenting analytics and recommendations.
• Support capacity planning by analysing call volumes and average handle times.
• Identify inefficiencies and propose data-driven solutions.
• Conduct regular audits of scheduling and workforce utilisation.
• Assist in developing and implementing WFM strategies and best practices.
• Liaise with HR and Finance to ensure budgeting and resource forecasting.

Skills

Workforce analytics

Forecasting

Data analysis

Stakeholder communication

English proficiency

Education

Bachelor's degree in Business Administration/Statistics/Mathematics/Economics

Tools

Excel

SQL

Tableau

Job description

About the role

Teleperformance is seeking a Workforce Analyst to join our team at our TP Alphaland location in Makati City, Metro Manila. This is a full-time position that plays a critical role in optimising our workforce management operations. As a Workforce Analyst, you will be responsible for analysing staffing data, forecasting labour requirements, and providing actionable insights to support effective workforce planning and scheduling. This role is essential to ensuring we maintain optimal service levels whilst managing operational costs efficiently across our contact centre operations.

Key responsibilities

• Analyse workforce data and metrics to identify trends, patterns, and areas for operational improvement
• Develop and maintain workforce forecasting models based on historical data, business projections and seasonal fluctuations
• Monitor key performance indicators (KPIs) such as staffing levels, occupancy rates, adherence and turnover to ensure alignment with business objectives
• Collaborate with scheduling and operations teams to optimise staff scheduling and resource allocation
• Prepare detailed reports and dashboards presenting workforce analytics and recommendations to senior management
• Support capacity planning initiatives by analysing call volumes, average handle times and other operational metrics
• Identify inefficiencies in workforce management processes and propose data-driven solutions
• Conduct regular audits of scheduling compliance and workforce utilisation
• Assist in the development and implementation of workforce management strategies and best practices
• Liaise with HR and Finance teams to ensure accurate budgeting and resource forecasting

What we're looking for

• Proven experience in workforce analytics, workforce management or related analytical roles within a contact centre or customer service environment
• Strong proficiency in data analysis tools and software, such as Excel, SQL, Tableau or similar business intelligence platforms
• Solid understanding of contact centre operations, staffing models and workforce management principles
• Excellent analytical and problem-solving skills with the ability to translate data into meaningful insights
• Demonstrated experience with forecasting methodologies and statistical analysis
• Strong attention to detail and accuracy when working with large datasets
• Excellent written and verbal communication skills in English, with the ability to present findings to various stakeholder levels
• Proficiency in workforce management systems (WFM) is advantageous
• Bachelor's degree in Business Administration, Statistics, Mathematics, Economics or a related field is preferred
• Ability to work independently whilst collaborating effectively with cross-functional teams
• Strong organisational skills and the ability to manage multiple projects simultaneously

What we offer

Teleperformance is committed to providing a rewarding workplace where our employees can thrive and grow. We offer competitive compensation packages, comprehensive health and wellness benefits, and opportunities for professional development and career advancement within our global organisation. Our commitment to a positive work culture includes flexible work arrangements where appropriate, ongoing training and skills development programmes, and recognition of outstanding performance. We believe in investing in our people and creating an inclusive environment where diversity is valued and every employee has the opportunity to succeed.

About us

Teleperformance is a leading global digital customer experience company that combines digital and physical channels to deliver best-in-class customer engagement and business outcomes. With operations across multiple continents, we serve as trusted partners to leading brands and enterprises, providing comprehensive customer experience solutions including customer care, technical support, sales support and digital solutions. At Teleperformance, we are dedicated to delivering exceptional service through our talented workforce, advanced technology platforms and commitment to operational excellence. Our vision is to create meaningful connections between companies and their customers whilst fostering a workplace culture that empowers our employees to deliver their best work.