Workforce Management/Real Time Analyst

XMC BPO Manila; Pasig; On-site; PHP 800,000 - 1,200,000; Full time

Benefits offered by this job

Government-mandated benefits

HMO

Maternity & Paternity Leave

Sick Leave

Vacation Leave

Flexible Hours

Job summary

A leading outsourcing company in Metro Manila is seeking a Workforce Supervisor to lead a team managing staffing and efficiency initiatives. The ideal candidate should have at least 2 years of supervisory experience, proficiency in Excel, and a relevant university degree. This full-time position offers government-mandated benefits and flexible hours, fostering a balanced work life.

Qualifications

• Minimum 2 years of experience as a Workforce Supervisor or Manager; managing 5 or more direct reports.
• Advanced English proficiency (verbal and written).

Responsibilities

• Generate and implement value propositions related to staffing.
• Lead, mentor, and develop a team of 5-15 WFM analysts.
• Analyze workforce data and provide actionable insights.

Skills

Leadership

Analytical skills

Communication skills

Time management

Education

University degree in Business Administration, Industrial Engineering or related field

Tools

Excel

Job description

On-site - Pasig • 1-3 Yrs Exp • Bachelor • Full-time

Job Description

• Strategic Staffing & Profitability: Generate and implement value propositions related to staffing and account staffing to directly support the profitability of operations.
• Team Leadership & Development: Lead, mentor, and develop a team of 5-15 WFM analysts, ensuring task fulfillment, quality evaluation of daily processes, and effective task distribution based on analyst occupation.
• Operational Excellence: Ensure compliance with account policies and processes to achieve established productivity and efficiency levels. Drive real-time operational actions and authorize process exceptions to optimize workflow.
• Client & Internal Stakeholder Management: Identify and address internal and external customer needs, providing timely and accurate information. Advise Operation Directors & Account Managers on optimal staffing strategies.
• Data Analysis & Reporting: Analyze workforce data and reports to provide actionable insights for daily operational management. Monitor account headcount and reducers to provide timely alerts and improve KPIs.
• Billing & Compliance Support: Ensure the accurate and timely provision of billing hours, tickets/orders, and/or FTE information for correct invoice generation.
• Escalation Management: Follow up on and ensure logical and timely solutions for escalations from operations or customers.
• Process Improvement: Standardize relevant information, align with new processes, and drive continuous improvement within the WFM team.
• Corporate alignment: Ensure the implementation of the proper methodology & processes based on the guidance from the Workforce Corporate Head

Qualifications

• Education: University degree in Business Administration, Industrial Engineering, or a related field.
• Experience: Minimum 2 years of experience as a Workforce Supervisor or Manager; Proven experience managing 5 or more direct reports.
• Technical Skills: Advanced proficiency in Office Management (especially Excel for data analysis); Intermediate level in Numerical Analysis and Data Analysis.
• Language: Advanced English proficiency (verbal and written).

Core Competencies

• Leadership & Team Development: Ability to inspire, coach, and manage a team effectively, fostering a high-performance environment.
• Analytical & Problem-Solving: Strong capability to analyze complex data, identify trends, and develop practical solutions under pressure.
• Communication & Interpersonal Skills: Excellent verbal and written communication, negotiation, and relationship management skills to interact effectively with internal teams, clients, and superiors.
• Adaptability & Results-Oriented: Demonstrated ability to adapt to change, manage multiple priorities, and consistently achieve results and drive continuous improvement.
• Time Management: Proficient in time management principles and their application in a fast-paced environment.

Benefits

• Government Mandated Benefits
• Insurance Health & Wellness: HMO
• Maternity & Paternity Leave, Sick Leave, Vacation Leave

Work-Life Balance

Flexible Hours

Working Location

On-site in Pasig. If the position requires you to work overseas or involves any travel, please exercise caution and verify legitimacy of the opportunity. Do not share sensitive information unless you are certain of the employer and role.