**Workforce Analyst – Contact Center Scheduler** boasts **collaborative** teamwork in Manila, directly influencing customer service outcomes. As an **analyst**, you'll ** reproducibly** create schedules using Alvaria eWorkforce Management, analyze drivers, and escalate issues. Stakeholder **partnerships** are key for **action** and **process improvement**, investing in **strategic** and **tactical** staffing. **Proficient** in Excel and driven by data insights, this role demands **clear communication** and **multi-task management**. **3 years** of experience in **workforce scheduling** or similar operations **analytics** is required.
Full Job Description
Location: Metro Manila, National Capital Region, Philippines
Join a collaborative workforce planning team where your analysis directly supports customer service outcomes. You will turn historical trends and forecast insights into schedules that help teams meet service level goals. If you enjoy solving operational problems with data, partnering across functions, and improving processes, this role offers meaningful impact and growth. We value inclusive teamwork, clear communication, and practical solutions.
As a Workforce Analyst in the Workforce Planning Scheduling team, you will analyze performance and staffing trends to support schedule creation and help maintain staffing level objectives. You will partner with operations, training, and forecasting stakeholders to identify risks, recommend actions, and drive process improvements through structured project work.
Job responsibilities
Build and maintain schedules and intraday exceptions in the Alvaria eWorkforce Management platformAnalyze service level performance, staffing drivers, and productivity metrics to identify trends and improvement opportunitiesEvaluate historical demand and staffing patterns to support strategic and tactical staffing plansPartner with cross-functional stakeholders to align on assumptions, constraints, and service level objectivesIdentify forecast-driven service level risks and escalate issues with supporting analysis and recommended actionsSupport continuous improvement initiatives by documenting processes, tracking actions, and measuring outcomesPrepare clear, concise updates for leaders and working teams to support decision-makingFacilitate or contribute to workforce planning meetings and working sessionsMaintain organized documentation, data inputs, and scheduling artifacts to support auditability and consistencyPerform additional duties aligned to business priorities and organizational needsRequired qualifications, capabilities and skills
3 years of experience in workforce scheduling, workforce planning, capacity planning, or a related operations analytics role3 years of experience supporting service-level-driven operations (for example, contact center or shared services environments)Proficiency in Excel, including formulas, pivot tables, and basic data visualizationExperience using workforce management tools to enter schedules and exceptions (for example, Alvaria eWorkforce Management or similar)Demonstrated ability to analyze trends and explain drivers using data (for example, volume, handle time, shrinkage, adherence, occupancy, and service levels)Demonstrated ability to communicate findings clearly in writing and in meetings with varied stakeholdersAbility to manage multiple tasks, prioritize work, and meet deadlines in a changing environmentAbility to work effectively both independently and within a team environmentPreferred qualifications, capabilities and skills
Experience supporting multi-site operations or large-scale service environmentsBachelors degree or equivalent practical experienceAdvanced proficiency in workforce management concepts and scheduling practices (for example, forecasting inputs, staffing plans, and schedule efficiency)Advanced experience with Alvaria eWorkforce Management configuration, reporting, or optimizationExperience applying automation, artificial intelligence, or machine learning techniques to workforce planning or operational analytics Use data and workforce tools to build schedules that meet service levels and improve staffing outcomes. 
