Workforce Management Analyst

Job Details：100% on-site roleOffices are in Ortigas and BridgetowneKey ResponsibilitiesOn-site Execution & Monitoring: Assist in overseeing daily operations of the assigned module, monitor agent work status and key performance indicators, and maintain on-site operations.Scheduling Assistance & Deployment: Support shift scheduling to ensure adequate staffing levels to meet business demands.KPI Monitoring & Improvement Execution: Collect and analyze performance metrics across different business dimensions, assist in root cause analysis, and execute specific improvement plans.Reporting: Prepare and deliver regular operational reports based on data, and track the resolution of various business issues.QualificationsHigh school diploma or equivalent required; college education or degree is preferred.Familiar with BPO/customer service industry operations.Familiar with 24/7 operations and able to work fixed night shifts (e.g., 9 PM – 6 AM) and provide cross-shift support.Fluent in English with strong communication and coordination skills, capable of efficiently managing on-site operations and aligning resources.Proficient in data processing tools such as Excel.