(ACTIVE) Workforce Analyst | in Manila/ Cebu
Gratitude Inc
Workforce Analyst
Work Location: Hybrid – Cebu / Taguig, Philippines
Work Schedule: Graveyard Shift
Joining: ASAP
Job Description
We are looking for an experienced Workforce Analyst with strong expertise in Workforce Management (WFM), capacity planning, forecasting, and data analytics. The ideal candidate should have experience in the call center, BPO, or customer service industry, along with advanced technical knowledge of Microsoft Excel, MS Access, VBA, and VB.Net.
The candidate will be responsible for workforce planning, analyzing operational data, preparing forecasts, maintaining process documentation, and supporting business operations through effective workforce management strategies.
Key Responsibilities
Perform workforce capacity planning and forecasting to ensure optimal resource utilization.
Analyze workforce data and operational performance to identify trends and improvement opportunities.
Support workforce and resource management activities within call center, BPO, or customer service operations.
Develop and maintain reports, dashboards, and analytical models using Microsoft Excel and MS Access.
Utilize VBA and VB.Net for data analysis, automation, and reporting.
Prepare business documentation, process guidelines, and operational reports.
Deliver training sessions based on documented processes and procedures.
Present analytical findings and recommendations to relevant stakeholders.
Collaborate with internal teams to support workforce planning and operational efficiency.
Required Qualifications
Bachelor's degree or college degree in any discipline.
2–3 years of experience in Workforce or Resource Management within the call center, BPO, or customer service industry.
1.5–2 years of experience in Data Analytics.
Strong knowledge of WFM Capacity Planning and Forecasting.
Technical understanding of workforce management principles, concepts, and practices.
Advanced knowledge of Microsoft Excel, MS Access, VBA, VB.Net, MS Word, and MS PowerPoint.
Good written and verbal communication skills.
Experience in business writing, process documentation, and delivering training sessions.
Ability to conduct face-to-face presentations.
Work Details
Work Setup: Hybrid
Locations: Cebu / Taguig
Shift: Graveyard Shift
Joining: Immediate / ASAP
Recruitment Process:
Validation
Zwayam Profile Creation
HR Interview
Hiring Manager Interview
Onboarding
Interested candidates who meet the above requirements are encouraged to apply.
35000 - 49000 Php
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