Workforce Management Analyst (WFM Analyst)

MicroSourcing; Metro Manila; On-site; PHP 350,000 - 480,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Dependents coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Flexible work arrangements

Career growth opportunities

Inclusive team culture

Job summary

MicroSourcing in Ortigas, Pasig City is seeking a Workforce Management Analyst to support customer service and the day-to-day operations of Firstcall HEALTH. The role focuses on delivering exceptional service while collaborating with the team to complete tasks, support staff retention, and respond to industry trends.

After training, you will be confident working independently with guidance, contributing to service quality and workflow efficiency in a collaborative, inclusive culture with

Qualifications

• Strong customer service focus and professional interactions with clients and staff.
• Ability to work effectively as part of a team and contribute to shared goals.
• General administration knowledge.
• Professional phone etiquette and customer service experience.
• Strong multitasking and ability to stay composed under pressure.
• High attention to detail in digital work and communication.
• Basic computer literacy and adaptability to new systems.

Responsibilities

• Manage incoming calls, client booking/shift requests, and enquiries with high service standards.
• Maintain accurate records within the database as trained.
• Monitor and respond to client emails and booking platform notifications.
• Conduct regular check-ins with clients to confirm staffing requirements and support retention.
• Collaborate with team members to complete shared tasks and improve workflow.
• Complete daily and weekly task lists.
• Communicate follow-up items to the team via TEAMS during business hours.
• Follow directions and perform additional duties as required by the company.

Job description

Discover your 100% YOU with MicroSourcing!

Position: Workforce Management Analyst (WFM Analyst)

Work setup: Hybrid | Shifting
Location: Ortigas, Pasig City

Why join MicroSourcing?

You'll have:

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses




• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.




• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.




• Career Growth: Take advantage of opportunities for continuous learning and career advancement.




• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your role:

This position provides essential support across customer service, administration, and the day-to-day operations of Firstcall HEALTH. A key focus of this role is delivering exceptional customer service while working collaboratively with the team to complete set tasks, supporting overall service quality, staff retention, and responsiveness to industry trends. Duties are completed under guidance and in accordance with established procedures and instructions from senior staff. Following the completion of training, the expectation is that you will be confident and capable of working independently.

Key Responsibilities

• Manage incoming phone calls, including client booking/shift requests and enquiries from existing or prospective staff, ensuring a high standard of customer service at all times.




• Maintain accurate records within the database, in line with provided training.




• Monitor, action, and respond to client emails and online booking platform notifications (refer to the training manual for detailed processes).




• Conduct regular check-ins with clients to confirm staffing requirements are met, build strong working relationships, and support ongoing client and staff retention.




• Work collaboratively with team members to complete shared tasks, contribute to workflow efficiency, and support consistency in meeting industry expectations and trends.




• Complete all tasks outlined in the daily and weekly task lists.




• Communicate any matters requiring follow-up to the team via the TEAMS platform during business hours (9am–5pm) or at the end of your shift.




• Follow all reasonable and lawful directions issued by the company.




• Perform additional duties as required by the company.




• Personal Specifications – Skills and Attributes




• Strong customer service focus, with the ability to engage professionally and respectfully with clients and staff.




• Ability to work effectively as part of a team, contributing to shared goals and consistent service delivery.




• General administration knowledge.




• Professional phone etiquette and preferable experience in customer service.




• Strong multitasking ability and the capacity to remain composed under pressure.




• High attention to detail, both in digital work and communication with staff.




• Basic computer literacy with the ability to adapt to new systems, processes, or technological updates.

Compliance

• Adhere to all company policies and procedures as amended from time to time.




• Comply with all company Occupational Health & Safety (OH&S) standards and guidelines.




• Follow safe work practices in accordance with OH&S requirements.




• Uphold the company Code of Conduct at all times.




• Ensure adherence to all standard operating procedures.




• Participate in scheduled performance reviews.




• Follow all reasonable and lawful instructions issued by the company.

–

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

*Terms & conditions apply