Workforce Management Analyst - Remote

Overview

This is a great opportunity for someone who wants to build their career in a collaborative organization that is expanding its presence in the Philippines.

In Short

• Monitor real-time agent adherence, service levels, and productivity across multiple channels and brands using workforce management tools
• Identify gaps in coverage and proactively recommend adjustments to staffing and scheduling
• Communicate with supervisors, agents, and leadership to coordinate intraday changes
• Track and report on real-time metrics, trends, and escalations
• Collaborate cross-functionally to resolve workflow interruptions and meet performance targets
• Contribute to the ongoing improvement of WFM processes and tools

Requirements

• Experience with workforce management tools
• Strong analytical skills
• Excellent communication skills
• Ability to work collaboratively in a team
• Proficiency in Google Suite and Confluence
• Familiarity with Zendesk and reporting tools

Benefits

• Opportunity to work in a growing organization
• Collaborative team environment
• Potential for career advancement
• Access to innovative tools and technologies