Workforce & Real-Time Analytics Lead

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

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.