Job Description

Workforce Management & Reporting Analyst – BPO
Work Setup: Onsite
Locations: MOA / CEB / ALA
Salary Range: ₱22,000 – ₱45,000 (depending on role and experience)

Job Summary:

The Workforce Management & Reporting Analyst is responsible for real-time monitoring, reporting, scheduling, and workforce optimization to ensure service level agreements (SLAs) and operational targets are met. The role supports business decision-making through accurate data analysis, intraday workforce management, and effective scheduling in a BPO environment.

Key Responsibilities:

  • Monitor real-time queue performance, staffing levels, and agent adherence
  • Perform intraday workforce adjustments to meet SLA and productivity goals
  • Generate and analyze daily, weekly, and monthly operational reports
  • Identify trends, risks, and opportunities through data analysis
  • Prepare performance d...

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