Workforce Analytics & Forecasting Specialist

E-Teleconnect, Inc.; Manila; On-site; PHP 446,000 - 781,000; Full time

Job summary

E-Teleconnect, Inc. is seeking a Workforce Analyst to manage service levels across programs, ensuring SLA targets are met and reports are generated consistently. The role requires strong Excel skills, attendance and schedule management, and collaboration with the operations team.

The ideal candidate will forecast requirements using trends, contribute to process improvements, and produce regular internal reports to support staffing decisions and service delivery goals.

Qualifications

• Proven strong work ethic and reliability.
• Advanced Microsoft Excel skills and data analysis ability.
• Experience creating reports in Excel and forecasting results.
• High attention to detail and accuracy.
• Able to multi-task and produce reports over extended periods.
• Call center experience is required.
• Workforce management experience is a plus.

Responsibilities

• Manage call volume, daily attendance, and program break schedules.
• Assist with creation of metrics and targets for services.
• Work with operations to analyze and improve delivery processes.
• Generate ideas for process and service improvement planning.
• Produce daily, biweekly, and monthly internal reports.
• Use trends to forecast requirements.
• Assist with projects and other duties as assigned.

Skills

Work ethic

Excel skills

Reporting in Excel

Attention to detail

Multi-tasking

Call center experience

Workforce management

Job description

E-Teleconnect, Inc. is seeking a Workforce Analyst to manage service levels across programs, ensuring SLA targets are met and reports are generated consistently. The role requires strong Excel skills, attendance and schedule management, and collaboration with the operations team.

The ideal candidate will forecast requirements using trends, contribute to process improvements, and produce regular internal reports to support staffing decisions and service delivery goals.