• Real-Time Monitoring & Optimization
• Monitor live operational performance across multiple channels (calls, chat, email, etc.) to ensure alignment with forecasts and schedules.
• Track key real-time workforce metrics such as agent occupancy, adherence, service level (SLA), and queue performance.
• Provide real-time adjustments to schedules, skill assignments, and resource allocation to meet operational goals.
• Escalate anomalies, outages, or volume spikes, recommending data-backed corrective actions.
• Work closely with operations teams to maintain optimal staffing and minimize service disruptions.
• Workforce Reporting & Data Analysis
• Design, develop, and maintain workforce performance reports for leadership, workforce planners, and stakeholders.
• Generate daily, weekly, and monthly reports on workforce trends, adherence, shrinkage, and productivity.
• Utilize BI tools (e.g., Power BI, Tableau, Excel, SQL) to create dashboards and automate reporting processes.
• Analyze historical data to identify trends, forecast accuracy gaps, and workforce optimization opportunities.
• Ensure data integrity and consistency across all reporting systems.
• Continuous Improvement & Strategic Insights
• Identify inefficiencies in current workforce reporting and real-time monitoring, recommending process improvements.
• Work with IT and WFM teams to enhance data collection, automation, and reporting accuracy.
• Stay updated on workforce analytics trends, WFM technology advancements, and industry best practices.
  
  

• Graduate of any 4-year course
• 3 to 6 years of overall WFM experience, with at least 2 years analytics reporting background
• In-depth knowledge of all phases of Workforce Management (WFM), including planning, forecasting, scheduling, and real-time intraday functions
• Strong knowledge of performance/metrics reporting
• Ability to work flexible schedules, including weekends, if needed
• Okay to work either in Mandaluyong City and/or Cubao

Please refer to job description.