About the Role
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 dashboards and real-time updates for stakeholders
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