Workforce Management Analyst (WFM Analyst)

MicroSourcing; Pasig; Hybrid; PHP 334,800 - 580,320; Full time

Benefits offered by this job

Healthcare on day one

Dependent coverage

Paid time off

Group life insurance

Performance bonuses

Hybrid work setup

Job summary

MicroSourcing in Ortigas, Pasig City is seeking a Workforce Management Analyst to support customer service, administrative tasks, and daily operations. The role emphasizes delivering exceptional service while collaborating with the team to meet staffing and process requirements.

After training, you will work with independence and contribute to client satisfaction, staff retention, and alignment with industry trends in a hybrid, shifting environment.

Qualifications

• Strong customer service mindset and professional communication with clients and staff.
• Ability to work well in a team and contribute to shared goals.
• General administration knowledge and procedural understanding.
• Professional phone etiquette; prior customer service experience preferred.
• Strong multitasking ability and composure under pressure.
• High attention to detail in digital work and staff communication.
• Basic computer skills and adaptability to new systems.

Responsibilities

• Manage incoming phone calls, including client booking/shift requests and enquiries from existing or prospective staff, ensuring high customer service standards.
• Maintain accurate records within the database as trained.
• Monitor, action, and respond to client emails and online booking platform notifications.
• Conduct regular check-ins with clients to confirm staffing requirements and support staff retention.
• Collaborate with team members to complete shared tasks and improve workflow efficiency.
• Complete daily and weekly task lists as assigned.
• Communicate follow-ups to the team via TEAMS during business hours (9am–5pm) or at shift end.
• Follow all directions and comply with company policies and OH&S guidelines.

Skills

Customer service

Teamwork

Administration

Phone etiquette

Multitasking

Attention to detail

Computer literacy

Job description

Workforce Management Analyst (WFM Analyst)

Discover your 100% YOU with MicroSourcing!

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.