Job Description – Workforce Analyst

Job Title: Workforce Analyst
Work Locations: Cebu or Taguig, Philippines
Work Setup: Hybrid
Work Schedule: Graveyard Shift
Salary Package: PHP 35,000 – 49,000 per month
Experience: 2–3 Years in Workforce / Resource Management
Start Date: ASAP
Headcount: 2

Job Overview

We are seeking a skilled Workforce Analyst with strong expertise in Workforce Management (WFM), capacity planning, forecasting, and data analytics. The ideal candidate will support workforce planning activities, analyze operational data, develop accurate forecasts, and provide insights to improve resource utilization and business performance within a call center, BPO, or customer service environment.

Key Responsibilities

• Perform workforce capacity planning and forecasting to ensure optimal staffing and resource utilization.

• Analyze historical and real-time operational data to identify workforce trends and resource requirements.

• Develop, maintain, and analyze workforce reports using Microsoft Excel, Access, VBA, and other analytical tools.

• Support workforce planning strategies based on business volume, staffing requirements, and operational performance.

• Identify capacity gaps, workforce inefficiencies, and opportunities for process improvement.

• Prepare data-driven reports, presentations, and recommendations for management.

• Develop and maintain process documentation, business reports, and operational procedures.

• Create and deliver training based on documented processes and analytical findings.

• Collaborate with operations, workforce management, and resource planning teams.

• Communicate analytical insights and workforce recommendations to relevant stakeholders.

• Ensure accuracy, consistency, and timely delivery of workforce reports and documentation.

Required Qualifications

• Bachelor's degree or college degree in any relevant discipline.

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

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

• 1.5–2 years of data analytics experience.

• Strong knowledge of WFM Capacity Planning and Forecasting.

• Experience in workforce analysis, reporting, and resource planning.

Technical Skills

• Advanced Microsoft Excel

• Microsoft Access

• VBA (Visual Basic for Applications)

• VB.NET

• Microsoft Word

• Microsoft PowerPoint

• Data Analytics and Reporting

• Workforce Capacity Planning

• Forecasting and Resource Management

Required Competencies

• Strong written and verbal communication skills.

• Ability to conduct face-to-face presentations.

• Business writing and process documentation skills.

• Experience developing training materials and delivering process training.

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

• High attention to detail and ability to manage multiple priorities.

Work Requirements

• Willingness to work on a hybrid setup in Cebu or Taguig.

• Amenable to working on a graveyard shift.

• Available to start immediately or as soon as possible.

Compensation

Monthly Salary Package: PHP 35,000 – 49,000.

Recruitment Process

1. Candidate Validation

2. Zwayam Profile Creation

3. HR Interview

4. Hiring Manager Interview

5. Onboarding

Candidate Pre-Screening Questions

1. What is your highest educational attainment?

2. How many years of experience do you have in Workforce 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 last drawn salary?

6. What are your salary expectations?

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

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

9. Can you start immediately once hired?