Workforce Analyst

Diversify Offshore Staffing Solutions

  • Taguig, Philippines
    27F Twenty-four Seven Mckinley Bldg., 24th St. corner 7th Ave. Bonifacio Global City, Taguig, Metro Manila, Philippines
    Metro Manila
  • Full time
Posted a month ago and deadline of application is on 16 Nov
Recruiter was hiring 10 hours ago

Job Description

The Workforce Analyst is responsible for the smooth operational performance of areas supporting call centres, telephony and back office functions. The role will produce contact volume and workload forecasts, as well as reporting across operational performance data.

The role is also directly responsible for the delivery of efficiency and effectiveness programs with a key focus on real-time management of contact centres both inbound and outbound.


  • Forecasting and simulation of call data including Call Pattern Integrity, AHT Pattern Integrity and Shrinkage Management
  • Create and distribute forecasts to ensure the most effective schedules are generated across a multi-site network to meet the workload requirements of the contact centres and back office.
  • Liaise with contact centre managers on a daily basis (where required with suggestions and recommendations on achieving greater productivity/quality within the business unit.
  • Balance resources and leverage opportunities for improvement to ensure consistency of operations, processes, people and performance across the business.
  • Establish, prepare and build all reporting requirements ensuring key elements related to forecasting, planning, scheduling, measure & control reporting are accurately reflected.
  • Communicate and implement Group wide initiatives ensuring all information distributed is up to date and readily accessible e.g. people engagement action plan.
  • Support the Operations Manager to keep unit costs within budget

Minimum Qualifications

  • At least 1 - 2 years of related work experience in an enterprise BPO/contact centre environment
  • Demonstrated ability to analyse multiple data sources for insights and operational triggers.
  • Deep understanding of operational metrics and performance monitoring.
  • Strong relationship management skills and the ability to collaborate with internal and external stakeholders.
  • An unrelenting commitment to deliver outstanding service with external and internal customers and to drive cultural change required to deliver the Group’s vision.
  • Capacity to work in a busy, commercial, competitive environment.
  • Ability to meet objectives and targets.
  • Excellent interpersonal skills.
  • Well-versed in creating and translating raw data into useful/informative reports
  • Proficient in using MS Office with an advance understanding of MS Excel including formulas/functions, Pivot Table, VLook Up, and VB/Macro, SQL Database
  • Strong experience in business analysis, reporting of business data, problem identification, resolution and root cause analysis
  • Must have demonstrated ability to analyse multiple data sources for insights and operational triggers
  • Has a deep understanding of operational metrics and performance monitoring
  • Capacity to work in a busy, commercial, competitive environment
  • Attention to detail and a well ordered approach to work
  • Ability to maintain high level of confidentiality
  • Enthusiastic, prepared to use initiative, prepared to learn and self-improve
  • Takes initiative and deliver solutions
  • Must be willing to work in Bonifacio Global City, Taguig City, in an early morning shift

Jobs Summary

Job level
Fresh Grad / Entry Level
Job category
Customer Service
Educational requirement
Bachelor's degree graduate
Recruiter response to application
Once in a while 
Office Address
27F Twenty-four Seven Mckinley Bldg., 24th St. corner 7th Ave. Bonifacio Global City
Business Process Outsourcing
1 opening

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About Diversify Offshore Staffing Solutions

Diversify OSS is an Australian owned company providing businesses with successful extended or offshore workforce solutions in the Philippines. The Philippines is a competitive labour market with high demand for skilled workers in most fields. In order to realise the full potential of your offshore operations you first need to stand out from the crowd and attract the highest quality potential staff. Once you have selected the staff you want you then need to ensure that they stay happy, productive, engaged and with you for the longest possible time. Losing your staff because your provider doesn’t properly educate you about the cultural differences or because you staff don’t feel appreciated or part of a team will seriously undermine the effectiveness of your offshoring staffing strategy. An offshore workforce in the Philippines is a valuable asset to your business and like any asset, it takes some careful planning, investment, attention and most importantly the selection of the right business partner to ensure it delivers. At Diversify Intelligent Staffing Solutions we value our people. We understand that they are a major reason for our success and continued growth. We realise the importance of keeping our people happy, engaged and comfortable in what they do. Our focus is on providing a workplace that promotes creativity, teamwork and collaboration. We are a fun, friendly and passionate organisation that takes great pride in the social atmosphere we promote within the workplace, our people work hard but they enjoy what they do and enjoy interacting with their colleagues.