Workforce Management (WFM) Real-Time Analyst

Private Advertiser; Kawit; On-site; PHP 300,000 - 540,000; Full time

Benefits offered by this job

Competitive compensation

Professional development

Career progression

Employee wellness initiatives

Job summary

Private Advertiser in Bacoor City, Cavite seeks a dedicated Work Force Management Officer for our Call Center & Customer Service division. This full-time role focuses on forecasting, scheduling, and monitoring staffing to meet demand while upholding service quality across the contact center.

You will analyze data, coordinate with team leaders, generate workforce reports, ensure compliance with labor rules, and support recruitment and onboarding. Proficiency in Excel and WFM tools is preferred.

Qualifications

• Proven experience in workforce management or staffing in call centers.
• Strong proficiency with scheduling systems and analytics tools.
• Excellent analytical and problem-solving skills with data interpretation.
• Knowledge of KPIs, SLAs, and contact center operations.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.

Responsibilities

• Forecast call volumes and staffing needs using historical data and projections.
• Create and maintain staffing schedules aligned with forecasted demand.
• Monitor adherence to schedules and adjust to meet service levels.
• Track metrics like occupancy, shrinkage, AHT, and service levels.
• Communicate scheduling expectations with team leaders and supervisors.
• Identify process improvements to enhance efficiency and reduce costs.
• Prepare workforce reports and present findings to senior management.
• Ensure compliance with labor regulations and policies.
• Support recruitment and onboarding to maintain staffing levels.
• Provide training on workforce management systems and tools.

Skills

Workforce management

Staffing coordination

Call center operations

Analytical skills

Excel

Education

Bachelor's degree in Business/Management/Math/Statistics

Tools

Workforce management software

Scheduling systems

Analytics platforms

Microsoft Excel

Job description

Seeking a dedicated Work Force Management Officer to join our Call Center & Customer Service division. This is a full-time position based in Bacoor City, Cavite, where you will play a crucial role in optimizing our workforce operations and ensuring efficient service delivery across our contact center environment. As a Work Force Management Officer, you will be responsible for forecasting, scheduling, and monitoring staffing levels to meet business demands whilst maintaining service quality standards and operational efficiency. This role is integral to the success of our customer service operations and directly impacts the experience we deliver to our clients.

Key responsibilities

• Forecast call volumes, staffing requirements and resource needs using historical data and business projections

• Develop and maintain accurate staffing schedules that align with forecasted demand and operational requirements

• Monitor real-time adherence to schedules and make necessary adjustments to meet service level agreements

• Track and analyze key workforce management metrics including occupancy, shrinkage, average handle time and service levels

• Collaborate with team leaders and supervisors to communicate scheduling expectations and workforce requirements

• Identify and implement process improvements to enhance workforce efficiency and reduce operational costs

• Prepare comprehensive workforce management reports and present findings to senior management

• Ensure compliance with labor regulations, company policies and industry best practices

• Support recruitment and onboarding processes to maintain appropriate staffing levels

• Conduct training and coaching on workforce management systems and scheduling tools

What we are looking for

• Proven experience in workforce management, staffing coordination or similar role within a call centre or customer service environment

• Strong proficiency with workforce management software and tools, including scheduling systems and analytics platforms

• Excellent analytical and problem-solving skills with the ability to interpret complex data and make informed decisions

• Sound knowledge of call center operations, including key performance indicators and service level agreements

• Demonstrated ability to manage multiple priorities and meet tight deadlines in a fast-paced environment

• Strong communication and interpersonal skills with the ability to work effectively across all levels of the organization

• Proficiency in Microsoft Excel and other data analysis tools

• Bachelor's degree in Business, Management, Mathematics, Statistics or a related field is preferred

• Certification in workforce management or contact center operations would be advantageous

• Strong attention to detail and commitment to accuracy in scheduling and reporting

What we offer

Committed to providing a supportive and rewarding workplace for our employees. We offer competitive compensation packages, opportunities for professional development and career progression within our growing organization. We provide a collaborative working environment where your contributions are valued and recognized. Additional benefits include access to training programs, performance incentives, and employee wellness initiatives designed to support your physical and mental wellbeing. We foster a culture of continuous improvement and innovation, encouraging our team members to develop their skills and take on new challenges.

About us

We are dedicated to delivering exceptional service to our clients whilst maintaining high standards of operational excellence. Our mission is to create meaningful customer interactions that drive business success. We pride ourselves on our commitment to employee development, innovation, and fostering a workplace culture where every team member can thrive. With a focus on quality, efficiency, and customer satisfaction, we continue to expand our capabilities and serve diverse industries across multiple markets.