Workforce Management Analyst

WNS Careers - Philippines; Quezon City; On-site; PHP 420,000 - 600,000; Full time

Job summary

WNS Careers - Philippines is seeking a Workforce Management Analyst to support staffing and scheduling in Quezon City. The role emphasizes data analysis, WFM expertise, and onsite work at Bridgetowne or Eastwood locations.

You will monitor real-time adherence, generate reports, and collaborate with leadership to align staffing with performance goals. A degree and 1+ year data analysis experience plus WFM exposure are preferred.

Qualifications

• Bachelor's degree in a related field.
• At least 1 year of experience in data analysis.
• At least 2+ years WFM experience preferred.
• Amenable to work onsite in Quezon City (Bridgetowne OR Eastwood).
• Amenable to work shifting schedule.
• Good organizational and communication skills, plus knowledge of talent management programs functions
• Proficient in MS Office apps (Excel/Word/PowerPoint)
• Experience and comfortable with presenting to upper management

Responsibilities

• May manage various workforce management systems, such as IEX scheduling software and CMS
• Identify Triggers
• Provide essential input to leadership team so that staffing plans are based on analysis of historical performance and real time data
• Monitor adherence real time to ensure performance is within pre-set parameters, works with supervisors to resolve schedule adherence issues, escalating to leadership if necessary
• Have familiarity with forecast and scheduling concepts an asset
• Efficiently manage call volume and labor resources for our inbound, outbound and workflow, while maintaining and exceed goals and expectations
• Compiles summarize and disseminate various reports including, but not limited to, volume, efficiency, production hours, daily performance summaries, LT/ST forecast bridge analysis, cost per transaction tracking
• Coordinate with various departments and centers daily on staffing levels and production efficiency maximization issues affecting production
• Real time monitoring of call center activities (service levels, schedule adherence)
• Assist in coordinating call center activities with management teams

Skills

Data analysis

Workforce Management (WFM) experience

Communication skills

Presentation to upper management

Education

Bachelor’s Degree

Tools

IEX scheduling software

CMS

MS Office suite

Job description

• Bachelor’s Degree in a recognized technical, engineering, scientific, managerial, business, or other discipline related to area of expertise
• At least 1 year of previous experience with data analysis
• At least 2+ year Workforce Management (WFM) functions experience preferred
• Amenable to work onsite in Quezon City (Bridgetowne OR Eastwood)
• Amenable to work shifting schedule
• Good organizational and communication skills, plus knowledge of talent management programs functions
• Proficient in MS Office apps (MS Excel/Word/Power Point)
• Experience and comfortable with presenting to upper management

Job Description:

• May manage various workforce management systems, such as IEX scheduling software and CMS
• Identify Triggers
• Provide essential input to leadership team so that staffing plans are based on analysis of historical performance and real time data
• Monitor adherence real time to ensure performance is within pre-set parameters, works with supervisors to resolve schedule adherence issues, escalating to leadership if necessary
• Have familiarity with forecast and scheduling concepts an asset
• Efficiently manage call volume and labor resources for our inbound, outbound and workflow, while maintaining and exceed goals and expectations
• Compiles summarize and disseminate various reports including, but not limited to, volume, efficiency, production hours, daily performance summaries, LT/ST forecast bridge analysis, cost per transaction tracking
• Coordinate with various departments and centers daily on staffing levels and production efficiency maximization issues affecting production
• Real time monitoring of call center activities (service levels, schedule adherence)
• Assist in coordinating call center activities with management teams