Workforce Management Analyst | MIS | RTA | Healthcare BPO

Access Healthcare Services Manila, Inc.; Pasay; On-site; PHP 420,000 - 600,000; Full time

Job summary

Access Healthcare Services Manila, Inc. is seeking a Workforce Analyst to forecast staffing needs, analyze real-time workloads, and ensure scheduling and intraday management meet business requirements.

The role emphasizes strict roster management and effective communication with operations teams. Ideal candidates have at least 1 year of WFM experience in a BPO, with a strong focus on scheduling, roster management, and proficiency in standard WFM tools such as Jira, MS Excel, and Google Sheets.

Qualifications

• At least 1 year of WFM experience in a BPO setting.
• Focus on managing schedules and rosters for at least 1 year.

Responsibilities

• Forecast staffing needs to meet client deliverables.
• Analyze real-time workload and volume trends.
• Coordinate scheduling and intraday management to balance employee and business needs.

Skills

Scheduling & Rostering

Tools

Jira

MS Excel

Google Sheets

Job description

The Workforce Analyst is a pivotal role in ensuring the business optimizes its manpower to meet client deliverables efficiently. This role will focus on forecasting staffing needs, analyzing real-time workload and volume trends, and ensuring scheduling and intraday management processes meet both employee and business needs.

Requirements

• Primary WFM Skill: Strong experience in Scheduling and Roster Management (not just real-time monitoring).

• Work Schedule: Must be able to work Monday to Saturday on a fixed US EST Night Shift (Graveyard PH time). Willing to work on PH holidays.

• Technical Advantage: Experience using Service Desk or Ticketing Systems (like Jira) is a big plus and strong proficiency in MS Excel / Google Sheets.
  

Ideal Candidate Profile

• Experience: At least 1 year of WFM experience in a BPO setting.

• Focus: At least 1 full year specialized in managing schedules and rosters.

• Systems: Comfortable using standard WFM tools and ticketing platforms.

• Key Traits: Very organized, highly detailed, and has excellent communication skills to negotiate schedule changes with operations teams smoothly.