Workforce Analytics Specialist — Forecasting & Insights

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

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