Workforce Optimization Analyst - Onsite Graveyard Shift

HGS; Philippines; On-site; PHP 279,000 - 502,000; Full time

Job summary

HGS is seeking a WFM Analyst to monitor and optimize intraday call center operations in the Philippines. You will manage queues, schedules, and break times, ensuring service levels are met while minimizing costs. The role requires strong analytical abilities, proficiency in Amazon Connect and Salesforce, and solid Excel skills.

Onsite graveyard shift is expected. You will generate hourly Pulsebeat-type reports, identify performance anomalies, and coordinate with IT and operations to resolve

Qualifications

• Must have passion for excellence, timeliness & accuracy of information.
• Strong organizational and multi-tasking skills.
• Interpersonal skills; establish rapport with clients.
• Analytical skills and data interpretation proficiency.
• Knowledge in Amazon Connect & Salesforce.

Responsibilities

• Monitor and manage intraday call volume queues to meet daily service targets.
• Plan and report agent schedule adherence and activities.
• Coordinate break schedules during surges or absenteeism.
• Generate intraday performance reports on volume, AHT, staffing, and service levels.
• Provide real-time updates of issues to management and stakeholders.
• Collaborate with WFM and operations to ensure staffing coverage.
• Develop procedures to support service delivery and communicate shifts.

Skills

Analytical skills

Interpersonal skills

Organizational skills

Multi-tasking

Real-time updates

Education

Two-year college diploma

Tools

Amazon Connect

Salesforce

Excel (Pivot, VLOOKUP)

Job description

HGS is seeking a WFM Analyst to monitor and optimize intraday call center operations in the Philippines. You will manage queues, schedules, and break times, ensuring service levels are met while minimizing costs. The role requires strong analytical abilities, proficiency in Amazon Connect and Salesforce, and solid Excel skills.

Onsite graveyard shift is expected. You will generate hourly Pulsebeat-type reports, identify performance anomalies, and coordinate with IT and operations to resolve