Real-Time Workforce Operations Analyst

Workforce Management (WFM) Analyst – Capacity Planning & Forecasting

Location: Taguig / Cebu, Philippines
Work Setup: Hybrid
Shift: Graveyard Shift
Salary Package: PHP 35,000 – 49,000
Experience: 2–3 Years
Headcount: 2
Start Date: ASAP
Employment Type: Full-Time

Job Overview

We are looking for a skilled Workforce Management (WFM) Analyst with strong expertise in capacity planning, forecasting, resource management, and data analytics within the call center, BPO, or customer service industry.

The ideal candidate will have hands-on experience in workforce planning, analyzing operational data, developing forecasts, and preparing reports to support business decisions. Strong proficiency in Microsoft Excel, MS Access, VBA, and VB.Net is essential.

Key Responsibilities

• Perform workforce capacity planning, forecasting, and resource management activities to support business requirements.

• Analyze historical operational data, workload trends, staffing requirements, and resource utilization.

• Develop and maintain accurate workforce forecasts to ensure optimal staffing levels.

• Monitor workforce performance and identify capacity gaps, operational trends, and improvement opportunities.

• Use advanced Microsoft Excel, MS Access, VBA, and VB.Net to manage data, automate reports, and improve analytical processes.

• Prepare detailed workforce reports, dashboards, and presentations for management review.

• Interpret complex data and provide actionable insights to support workforce planning decisions.

• Develop and maintain process documentation, standard operating procedures, and business reports.

• Conduct knowledge-sharing sessions and provide training based on documented processes.

• Collaborate with operations, workforce management, and other stakeholders to ensure effective resource planning.

• Present findings and recommendations clearly to internal stakeholders.

Mandatory Qualifications & Skills

• Bachelor's degree or college degree is required.

• 2–3 years of working knowledge and technical understanding of Workforce Management or Resource Management principles and practices.

• Experience within the call center, BPO, or customer service industry.

• Minimum 1.5–2 years of data analytics experience.

• Strong knowledge of WFM Capacity Planning and Forecasting.

• Advanced proficiency in:

  • Microsoft Excel

  • MS Access

  • VBA

  • VB.Net

  • Microsoft Word

  • Microsoft PowerPoint

• Strong analytical, numerical, and problem-solving abilities.

• Excellent written and verbal communication skills.

• Ability to conduct face-to-face presentations and communicate analytical findings.

• Experience in business writing, process documentation, and delivering training.

Preferred Candidate Profile

• Prior experience as a Workforce Analyst, WFM Analyst, Capacity Planning Analyst, or Resource Planning Analyst.

• Strong understanding of call center staffing models and workforce optimization.

• Ability to manage multiple analytical tasks and meet deadlines.

• Detail-oriented with strong stakeholder management and presentation skills.

Work Details

• Hybrid work arrangement.

• Work location: Taguig or Cebu.

• Graveyard shift.

• Salary package: PHP 35,000 – 49,000.

• Immediate availability preferred.

• Two vacancies available.

Recruitment Process

1. Candidate validation and initial screening.

2. Zwayam profile creation.

3. HR Interview.

4. Hiring Manager Interview.

5. Onboarding.

Important Candidate Screening Questions

1. What is your highest educational attainment?

2. How many years of experience do you have in Workforce Management or Resource Management within the BPO, call center, or customer service industry?

3. How many years of experience do you have specifically as a WFM Analyst or Workforce Analyst?

4. How many years of data analytics experience do you have?

5. What is your level of proficiency in Excel, MS Access, VBA, and VB.Net?

6. What is your last drawn salary?

7. What is your expected salary?

8. Which work location do you prefer: Taguig, Cebu, Pampanga, or Davao?

9. Are you amenable to a hybrid work setup and graveyard shift?

10. Can you start immediately once hired?

Interested candidates with relevant Workforce Management, Capacity Planning, Forecasting, and Data Analytics experience are encouraged to apply.