Workforce Analyst (WFM) – CX Ops & Real-Time Planning

BEAWESOME, INC.; Davao City; On-site; PHP 300,000 - 520,000; Full time

Job summary

Awesome CX by Transcom is seeking a Workforce Analyst for its Davao site. The role focuses on forecasting, scheduling, real-time monitoring, and performance reporting to optimize contact center operations. Knowledge of WFM tools and data analysis is essential.

The candidate will manage schedules, monitor adherence, and drive process improvements across WFM systems to support service levels and efficiency.

Qualifications

• 6 months to 3+ years in workforce management, real-time monitoring or operational analysis in a contact center or service delivery environment.
• Proficiency with WFM platforms and data analysis tools.
• Strong communication and problem-solving abilities are essential.

Responsibilities

• Forecasting and capacity planning based on historical trends, seasonality and campaign adjustments.
• Create and maintain balanced employee schedules, accounting for time-off and training needs.
• Monitor real-time adherence, queues, SLAs and staffing metrics with immediate adjustments.
• Generate daily, weekly, monthly reports and highlight actionable insights for management.
• Maintain and optimize WFM software systems and collaborate to streamline processes.

Skills

Workforce management

Real-time monitoring

Operational analysis

Analytical skills

Tools

Nice IEX

Verint

Aspect

Teleopti

Excel

SQL

Power BI

Tableau

Job description

Awesome CX by Transcom is seeking a Workforce Analyst for its Davao site. The role focuses on forecasting, scheduling, real-time monitoring, and performance reporting to optimize contact center operations. Knowledge of WFM tools and data analysis is essential.

The candidate will manage schedules, monitor adherence, and drive process improvements across WFM systems to support service levels and efficiency.