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Alorica
Workforce AnalystAlorica • Muntinlupa City, Philippines
Workforce Analyst

Workforce Analyst

Alorica • Muntinlupa City, Philippines
19 days ago
Job description

Key Responsibilities:

  • Prepare and maintain short- and long-term forecasts using historical data and trends
  • Create and manage staff schedules aligned with forecasted demand and business requirements
  • Monitor real-time performance and recommend adjustments to staffing or schedules
  • Track and analyze key performance metrics such as service level, AHT, shrinkage, and occupancy
  • Generate daily, weekly, and monthly WFM reports and insights
  • Identify variances between forecasted and actual performance and provide recommendations
  • Collaborate with Operations and other stakeholders to align workforce plans with business needs
  • Maintain WFM systems and ensure data accuracy
  • Support capacity planning and headcount requirement analysis
  • Assist in continuous improvement initiatives for workforce processes

Qualifications:

  • Bachelor’s degree in Business Administration, Statistics, Mathematics, or related field
  • 2–4 years of experience in Workforce Management or similar role (BPO/contact center preferred)
  • Experience with WFM tools such as NICE IEX, Verint, Aspect, or similar
  • Strong analytical and problem-solving skills
  • Advanced proficiency in Microsoft Excel
  • Good communication and stakeholder management skills
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Workforce Analyst • Muntinlupa City, Philippines

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