Workforce Management Analyst

Temu; Manila; On-site; PHP 335,000 - 670,000; Full time

Job summary

Temu in Manila is seeking an on-site Operations Coordinator to oversee daily module operations at our Ortigas/Bridgetowne offices. You will monitor agent activity, KPI performance, and ensure smooth on-site execution during a fixed night shift (9 PM–6 AM) with cross-shift support.

The role requires a high school diploma (college degree preferred), fluency in English, Excel proficiency, and prior experience in BPO/customer service environments.

Qualifications

• High school diploma or equivalent; college degree preferred.
• Familiar with BPO/customer service operations.
• Able to work fixed night shifts (e.g., 9 PM – 6 AM) and provide cross-shift support.
• Fluent in English with strong communication and coordination skills.
• Proficient in data processing tools such as Excel.

Responsibilities

• On-site Execution & Monitoring: Oversee daily operations of the assigned module, monitor agent work status and KPIs, and maintain on-site operations.
• Scheduling Assistance & Deployment: Support shift scheduling to ensure adequate staffing levels.
• KPI Monitoring & Improvement Execution: Collect and analyze performance metrics, assist in root cause analysis, and implement improvement plans.
• Reporting: Prepare and deliver regular operational reports and track resolution of issues.

Skills

Fluent in English

On-site operations coordination

Data analysis

Education

High school diploma or equivalent

College education preferred

Tools

Excel

Job description

Job Details：

1. 100% on-site role
2. Offices are in Ortigas and Bridgetowne

Key Responsibilities

1. On-site Execution & Monitoring: Assist in overseeing daily operations of the assigned module, monitor agent work status and key performance indicators, and maintain on-site operations.
2. Scheduling Assistance & Deployment: Support shift scheduling to ensure adequate staffing levels to meet business demands.
3. KPI Monitoring & Improvement Execution: Collect and analyze performance metrics across different business dimensions, assist in root cause analysis, and execute specific improvement plans.
4. Reporting: Prepare and deliver regular operational reports based on data, and track the resolution of various business issues.

Qualifications

1. High school diploma or equivalent required; college education or degree is preferred.
2. Familiar with BPO/customer service industry operations.
3. Familiar with 24/7 operations and able to work fixed night shifts (e.g., 9 PM – 6 AM) and provide cross-shift support.
4. Fluent in English with strong communication and coordination skills, capable of efficiently managing on-site operations and aligning resources.
5. Proficient in data processing tools such as Excel.