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Workforce Services Analyst
Workforce Services Analyst-March 2024
Quezon City
Mar 28, 2026
About Workforce Services Analyst

　　JOB DESCRIPTION

　　Achieve customer support service levels by accurately forecasting, planning and scheduling calls/ contacts or work volumes and staff/vendors to ensure optimal performance.

　　Provide ongoing and frequent interaction with management operations, staff, vendors or clients, as required, to achieve optimum results.

　　JOB QUALIFICATIONS

　　With 2-years overall workforce management (WFM) related experience

　　Required experience in either of the following skills: RTA (Real Time Adherence), Scheduling, Capacity Planning and Forecasting

　　Good to have experience:

　　Mastery in MS Excel; reports automations (VBA and Macro) and template creation

　　Experience in using WFM tools (ex. eWFM, IEX, CMS Avaya, Blue Pumpkin, Aspect)

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