Workforce Management and Data Analyst

Outsource Staffers, OPC; Cebu City; On-site; PHP 420,000 - 780,000; Full time

Benefits offered by this job

HMO upon regularization

Government contributions

Weekends off

20 leave credits upon regularization

Job summary

Outsource Staffers, OPC in Cebu City, Philippines seeks a Workforce Analyst to drive staffing efficiency and service levels. You will plan, forecast, schedule, and monitor real-time performance to align staffing with workload and SLAs.

The role requires 1–3 years of WFM experience in a BPO, strong Excel/Sheets skills, and the ability to analyze data and communicate insights to management. On-site work at Cebu IT Park is expected.

Qualifications

• 1–3 years of hands-on Workforce Management experience in a BPO.
• Experience with forecasting, staffing, scheduling and RTA.
• Proficient in Excel or Google Sheets.
• Strong analytical and problem-solving skills.
• Good communication skills.
• Self-driven, reliable, stable mindset, and pro-active character.
• On-site work at Cebu IT Park.

Responsibilities

• Monitor staffing performance, schedule adherence, attendance, productivity, and operational metrics to ensure service levels are achieved.
• Prepare reports, maintain workforce data, identify trends, and provide improvement recommendations.
• Forecast workload and identify staffing needs.
• Monitor queues and agent status in real time (RTA).
• Make intraday adjustments to maintain service levels.
• Coordinate with HR and Operations.
• Handle escalation line (Batt Phone).

Skills

Workforce management

Forecasting

Scheduling

Real-time monitoring

Data analysis

Excel/Google Sheets

Communication

Proactive mindset

Tools

Excel

Google Sheets

Job description

General Objective

The Workforce Analyst is responsible for supporting the Company’s operational efficiency through effective workforce planning, forecasting, scheduling, real-time monitoring, and data analysis. The role ensures that staffing levels and resources are aligned with business demands, workload requirements, and service-level objectives.

The Workforce Analyst analyzes operational trends and workforce data to identify staffing gaps, optimize resource allocation, and provide actionable insights to management. This position also supports multiple teams by monitoring real-time performance, evaluating workforce utilization, and helping ensure that operations maintain appropriate staffing levels and consistently meet established service level, productivity, and performance targets.

What are some of the responsibilities?

• Monitor staffing performance, schedule adherence, attendance, productivity, and operational metrics to ensure that business objectives, client requirements, and service levels are consistently achieved

• Prepare reports, maintain workforce data, identify operational trends, and provide recommendations that support operational improvement and workforce optimization

• Forecast workload and identify staffing needs

• Monitor queues and agent status in real time (RTA)

• Make intraday adjustment to maintain service levels

• Coordinate with HR and Operations

• Handle escalation line (Batt Phone)

What we are looking for?

• 1–3 years of hands-on Workforce Management experience in a BPO. Candidates with experience beyond this range may also be considered based on overall qualifications.

• Hands-on experience with forecasting, staffing, scheduling and RTA

• Proficient in Excel or Google Sheets

• Strong analytical & problem-solving skills

• Good communication skills

• Self-driven, reliable, stable mindset, and pro-active character

• Comfortable working on-site at Cebu IT Park

What are some of the perks once you become part of us?

• HMO upon regularization

• Government Contributions

• Weekends Off

• 20 leave credits upon regularization

About Us

Outsource Staffers, OPC is a fast-growing Business Process Outsourcing (BPO) company based in Cebu City, Philippines. We provide world-class customer service, sales, appointment setting, collections, and social media support to businesses around the globe.

As our organization continues to grow, we are looking for a Workforce Analyst who can help ensure that our teams are properly staffed, efficiently scheduled, and equipped to consistently meet operational and service-level requirements.