Workforce / Data Analyst

Outsource Staffers, OPC; Cebu City; On-site; PHP 279,000 - 502,000; Full time

Job summary

Outsource Staffers, OPC in Cebu City is seeking a Workforce / Data Analyst to support operational efficiency through workforce planning, scheduling, forecasting, real-time monitoring and data analysis.

The role involves forecasting workload, monitoring performance, preparing reports, real-time queue monitoring, intraday adjustments, and coordinating with HR and Operations to ensure service levels meet client requirements.

Qualifications

• 1-3 years of experience in analytics or workforce planning.
• Experience with forecasting and scheduling tools.
• Proficient in Excel or Google Sheets.

Responsibilities

• Forecast workload and identify staffing needs.
• Monitor staffing performance, schedule adherence, attendance, productivity, and metrics.
• Prepare reports and maintain workforce data to support optimization.
• Monitor queues and agent status in real time (RTA).
• Make intraday adjustments to maintain service levels.
• Coordinate with HR and Operations.
• Handle escalation line (Batt Phone).

Skills

Forecasting

Scheduling

Real-time monitoring

Analytical skills

Communication

Self-driven

Tools

Excel

Google Sheets

Job description

About the role

The Workforce / Data Analyst shall be responsible for supporting the operational efficiency of the Company through effective workforce planning, scheduling, forecasting, real-time monitoring, and data analysis.

Key responsibilities

• Forecast workload and identify staffing needs
• Monitor staffing performance, schedule adherence, attendance, productivity, and operational metrics to ensure that business objectives, client requirements, and service levels are consistently achieved
• Prepare reports, maintain workforce data, identify operational trends, and provide recommendations that support operational improvement and workforce optimization
• Monitor queues and agent status in real time (RTA)
• Make intraday adjustment to maintain service levels
• Coordinate with HR and Operations
• Handle escalation line (Batt Phone)

Qualifications:

• 1-3 Year experience
• Knowledge of forecasting, scheduling & real-time monitoring
• Proficient in Excel or Google Sheets
• Strong analytical & problem-solving skills
• Good communication skills
• Self-driven, reliable, stable mindset, and pro-active character

Note: This is a work on-site. Location is Cebu, IT Park.