Workforce Analyst

The **Workforce Analyst **is responsible for tactical planning and schedule adjustments, intra-day management, and historical trend analysis to ensure the call center achieves service levels and key performance indicators on a daily and interval basis.
Key responsibilities include operational, procedural, and data analysis to achieve service level objectives, improve efficiencies, and deliver a world-class customer experience while controlling expenses.
**EDUCATION & EXPERIENCE**:

- Minimum of 2 years of experience as a Workforce Analyst or any related positions
- Advanced proficiency in MS Excel, and have a solid background in all MS Office products
- Strong analytical and problem-solving skills.
Experience analyzing, interpreting, and summarizing complex data as it relates to call center technologies and processes
- Proven communication across all levels including front-line associates, management, peers, and senior management
- Bachelor's degree preferred, or equivalent work experience

**SKILL & ABILITIES**:

- Change management - taking a concept, recommending a solution, and developing and implementing a plan
- Flexibility - adaptable and flexible to work environment, including but not limited to working the hours required to meet business needs, multi-tasking, and easily adapting to changes with mínimal notice
- Excellent written, verbal, and interpersonal skills
- Strong organizational skills and follow-through
- Ability to learn and implement new systems, procedures, and business processes quickly

**Salary**: Php22,000.00 - Php38,500.00 per month

**Benefits**:

- Company Christmas gift
- Company events
- Employee discount
- Health insurance
- Life insurance
- Opportunities for promotion
- Promotion to permanent employee

Schedule:

- Night shift

Supplemental Pay:

- 13th month salary

Ability to commute/relocate:

- Pasig City: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- Workforce Analyst: 2 years (required)