Workforce - Real Time Analyst

Private Advertiser; Bacoor; On-site; PHP 400,000 - 540,000; Full time

Job summary

Private Advertiser in Bacoor, Cavite is seeking a dedicated Work Force Management Officer to optimize our call center operations and ensure efficient service delivery. You will forecast call volumes, build and maintain staffing schedules, and monitor real-time adherence to meet service levels.

The role requires strong analytics, proficiency with Excel and WFM tools, and the ability to drive cost efficiency while supporting recruitment and onboarding.

Qualifications

• Proven experience in workforce management, staffing coordination or similar role within a contact center.
• Strong analytical and problem-solving skills with data interpretation ability.
• Familiarity with KPIs, service levels, occupancy, shrinkage and AHT.
• Proficiency in Excel and data analysis tools.

Responsibilities

• Forecast call volumes, staffing requirements and resource needs using historical data and projections.
• Develop and maintain accurate staffing schedules aligned with forecasted demand.
• Monitor real-time adherence to schedules and adjust to meet service levels.
• Track workforce metrics including occupancy, shrinkage, AHT and service levels.
• Collaborate with team leaders to communicate scheduling needs and requirements.
• Identify process improvements to enhance efficiency and reduce costs.
• Prepare workforce management reports and present findings to senior management.
• Ensure compliance with labor regulations and company policies.
• Support recruitment and onboarding to maintain staffing levels.
• Provide training on workforce management systems and scheduling tools.

Skills

Forecasting

Scheduling

Analytics

Excel

WFM tools

Education

Bachelor's degree in Business or related field

Tools

Workforce management software

Scheduling systems

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're 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.