Workforce Analyst (WFM)
35000 - 49000 PhpFull-time
Gratitude Inc
Urgent Hiring: Workforce Analyst (WFM)
Hybrid
Work Locations:
Cebu / Taguig
Work Schedule:
Graveyard Shift
Salary Budget:
PHP 35,000–49,000 per month (Package)
Target Start Date:
ASAP
Headcount:
2
About the Role
We are looking for experienced Workforce Analysts to support workforce management operations within a Call Center / BPO environment.
The ideal candidate should have strong expertise in WFM capacity planning, forecasting, resource management, and data analytics. The candidate must also be proficient in Microsoft Excel, MS Access, VBA, and VB.Net to support workforce reporting, analysis, and operational planning.
Key Responsibilities
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Develop and maintain workforce capacity plans and staffing forecasts.
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Analyze historical trends, call volumes, staffing requirements, and operational performance.
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Monitor workforce utilization, resource allocation, and staffing efficiency.
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Prepare and maintain workforce management reports and dashboards.
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Use Excel, MS Access, VBA, and VB.Net to automate reporting and analysis.
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Identify staffing gaps and recommend workforce optimization strategies.
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Prepare process documentation, business reports, and presentations.
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Provide training and guidance based on documented workforce processes.
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Collaborate with Operations and other stakeholders to ensure effective workforce planning.
Qualifications & Requirements
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Bachelor's degree or college degree in any relevant discipline.
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Strong knowledge of WFM Capacity Planning and Forecasting.
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Minimum 2–3 years of experience in Workforce Management / Resource Management within a Call Center, BPO, or Customer Service environment.
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1.5–2 years of Data Analytics experience.
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Expert-level knowledge of:
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Microsoft Excel
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Microsoft Access
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VBA
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VB.Net
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Microsoft Word
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Microsoft PowerPoint
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Good written and verbal communication skills.
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Strong presentation skills, including face-to-face presentations.
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Experience in business writing and process documentation.
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Experience conducting training based on documented processes.
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Strong analytical, problem-solving, and organizational skills.
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Willingness to work on a hybrid setup in Cebu or Taguig.
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Amenable to working on a graveyard shift.
Recruitment Process
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Candidate Validation
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Zwayam Profile Creation
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HR Interview
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Hiring Manager Interview
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Onboarding
Candidate Screening Questionnaire
Interested applicants are requested to submit their updated CV and complete the screening questionnaire.
Vacancy posted 1 day ago
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