Workforce Analyst

Optimise call centre operations and drive efficiency with Symbos.

Symbos is expanding in the Philippines and looking for a Workforce Management Analyst to join our team. If you have a knack for data analysis, system management, and process improvement in a contact centre environment, this is your chance to make a real impact.

What will you do?

• Operate and optimise dialer systems, ensuring efficient call flow and minimal downtime
• Analyse performance data to identify trends, issues, and opportunities for improvement
• Implement workforce management methods, set up new agents, and maintain agent schedules
• Monitor and report on utilisation, adherence, and campaign management to business stakeholders
• Lead dialler initiatives to improve connect and Right Party Contact (RPC) rates
• Troubleshoot technical issues in real time, collaborating with IT support and internal teams
• Manage vendor relationships and ensure ...