Workforce Forecasting & Analytics Specialist

TSA Group; Western Visayas; On-site; PHP 391,000 - 614,000; Full time

Job summary

TSA Group is seeking a Workforce Analyst to forecast call volume, AHT, and staffing needs and to produce analyses that support operations. You will collaborate with the Workforce Planner to build rosters, generate reports, and communicate insights to improve efficiency.

Ideal candidates have at least two years in contact centre WFM, strong Excel skills, and a proactive, data-driven mindset to drive continuous improvement and excellent customer service.

Qualifications

• Minimum of two years' experience in contact centre workforce management and scheduling.
• Well versed in end-to-end workforce processes.
• Highly skilled with Workforce Management Systems.
• Experience engaging with the business and stakeholders.
• Able to build relationships with internal and external stakeholders.
• Proactive in anticipating workforce management needs.
• Thrive in a fast-paced environment and communicate complex information clearly.
• Customer service orientation and can-do attitude.
• Strong analytical skills and advanced Excel/Office skills.

Responsibilities

• Work with the Workforce Planner to create accurate rosters that meet business needs.
• Maintain rosters in line with business and staff requests.
• Produce reports highlighting results across key drivers and trends.
• Analyse data to identify trends, anomalies and opportunities for improvement.
• Communicate analyses to the workforce planner for action.

Skills

Workforce management

Excel

Data analysis

Communication

Stakeholder management

Problem solving

Tools

Workforce Management Systems

Microsoft Excel

Microsoft Office

Job description

TSA Group is seeking a Workforce Analyst to forecast call volume, AHT, and staffing needs and to produce analyses that support operations. You will collaborate with the Workforce Planner to build rosters, generate reports, and communicate insights to improve efficiency.

Ideal candidates have at least two years in contact centre WFM, strong Excel skills, and a proactive, data-driven mindset to drive continuous improvement and excellent customer service.