Workforce Management Analyst

Temu; Metro Manila; On-site; PHP 360,000 - 480,000; Full time

Job summary

Temu is seeking an On-site Operations Coordinator in Metro Manila to oversee daily operations of the assigned module, monitor agent activity and KPIs, and maintain on-site operations. You will assist with shift scheduling to ensure adequate staffing for 24/7 coverage and support cross-shift activities.

The role requires strong English communication and coordination skills, the ability to analyze performance data, and proficiency with Excel to prepare regular reports and drive improvement

Qualifications

• High school diploma or equivalent required; college education or degree is preferred.
• Familiar with BPO/customer service industry operations.
• Familiar with 24/7 operations and 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, capable of efficiently managing on-site operations and aligning resources.
• Proficient in data processing tools such as Excel.

Responsibilities

• 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.
• Scheduling Assistance & Deployment: Support shift scheduling to ensure adequate staffing levels to meet business demands.
• KPI Monitoring & Improvement Execution: Collect and analyze performance metrics across different business dimensions, assist in root cause analysis, and execute specific improvement plans.
• Reporting: Prepare and deliver regular operational reports based on data, and track the resolution of various business issues.

Skills

English proficiency

Coordination

Data analysis

Excel

Education

High school diploma

College degree preferred

Tools

Excel

Job description

• 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.
• Scheduling Assistance & Deployment: Support shift scheduling to ensure adequate staffing levels to meet business demands.
• KPI Monitoring & Improvement Execution: Collect and analyze performance metrics across different business dimensions, assist in root cause analysis, and execute specific improvement plans.
• Reporting: Prepare and deliver regular operational reports based on data, and track the resolution of various business issues.

Qualifications

• High school diploma or equivalent required; college education or degree is preferred.
• Familiar with BPO/customer service industry operations.
• Familiar with 24/7 operations and 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, capable of efficiently managing on-site operations and aligning resources.
• Proficient in data processing tools such as Excel.