Workforce Analyst – WFM,Capacity Planning & Forecasting

Job Title: Workforce Analyst - WFM, Capacity Planning & Forecasting

Location: Cebu or Taguig, Philippines (Hybrid)

Work Schedule: Graveyard Shift

Salary Package: PHP 35,000 - PHP 49,000

Employment Type: Full-Time

Start Date: ASAP

Openings: 2

Job Overview

We are seeking a detail-oriented and analytical Workforce Analyst with hands-on experience in Workforce Management (WFM), capacity planning, forecasting, and data analytics within the BPO, call center, or customer service industry.

The successful candidate will support workforce planning and resource management activities by analyzing operational data, developing staffing forecasts, monitoring workforce requirements, and providing insights that drive operational efficiency and optimal resource utilization.

The ideal candidate should possess strong technical skills in Microsoft Excel, Access, VBA, and , alongside the ability to communicate analytical findings, prepare business documentation, and present recommendations to stakeholders.

Key Responsibilities

Develop, analyze, and maintain workforce capacity plans and staffing forecasts based on business requirements and operational trends.

Analyze historical workload data, call volumes, staffing requirements, and resource utilization to support workforce planning decisions.

Identify workforce gaps, capacity constraints, and potential operational risks, providing recommendations for improvement.

Support resource management strategies to ensure adequate staffing levels and operational efficiency.

Perform data analysis and generate accurate workforce reports, dashboards, and presentations.

Utilize Microsoft Excel, Access, VBA, and to manage, analyze, and automate workforce reporting processes.

Interpret workforce performance metrics and provide actionable insights to management.

Prepare and maintain process documentation, business reports, and operational procedures.

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

Collaborate with Operations, Workforce Management, and other stakeholders to address staffing and resource planning requirements.

Qualifications and Requirements

Bachelor's degree or equivalent college qualification.

2-3 years of experience in Workforce Management, Workforce Planning, or Resource Management within the BPO, call center, or customer service industry.

At least -2 years of hands-on data analytics experience.

Strong knowledge of Workforce Management principles, concepts, and practices.

Demonstrated expertise in capacity planning and forecasting.

Strong technical proficiency in:

Microsoft Excel

Microsoft Access

VBA



Microsoft Word

Microsoft PowerPoint

Excellent analytical, problem-solving, and data interpretation skills.

Strong written and verbal communication skills, including presentation skills.

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

Ability to work independently and collaborate effectively with cross-functional teams.

Work Requirements

Willingness to work on a hybrid arrangement in Cebu or Taguig.

Amenable to a permanent graveyard shift.

Available to start immediately or within a short notice period.

Recruitment Process

Candidate Validation

Zwayam Profile Creation

HR Interview

Hiring Manager Interview

Onboarding

• Experience

  3 - 9 Years

• No. of Openings

  3

• Education

  Graduate

• Role

  Workforce Analyst

• Industry Type

  Consumer Durables / Home Appliance

• Gender

  [ Male / Female ]

• Job Country

  Philippines

• Type of Job

  Full Time (Night Shift)

• Work Location Type

  Work from Office