Analyst I – Workforce Management

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Create precise forecasts for contact volume and staffing that support operational planning.

• Work alongside the Workforce Management team to develop effective workforce strategies.

• Apply statistical analysis to guide staffing decisions.

• Convert data into actionable insights to facilitate business decision-making.

⛳️ Requirements

• A Bachelor’s degree in Business, Statistics, Mathematics, Data Analytics, or a related discipline is preferred.

• 2–5 years of experience in Workforce Management, ideally in Forecasting, Capacity Planning, or Workforce Analytics within a contact center/BPO setting.

• A solid understanding of call center metrics and workforce concepts, including service levels, shrinkage, occupancy, and Erlang C.

• Proficient in Excel and familiar with WFM platforms such as NICE, Verint, Genesys, Calabrio, UKG, or comparable tools.

• Experience with SQL, Python, R, or other analytical tools is a plus.

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

• Capability to thrive in a fast-paced, data-driven environment.

🏝️ Benefits

• Health insurance

• Paid time off

• Professional development opportunities