Workforce Management Analyst (BGC Taguig) - #34506

This is a great opportunity for someone who wants to build their career in a collaborative organization that is expanding its presence in the Philippines.

Company Profile:

Our client is a global leader in shipping and logistics technology, providing e-commerce businesses, online sellers, and enterprises with innovative shipping solutions. The company offers a suite of software tools that streamline order fulfillment, optimize shipping rates, and enhance delivery efficiency. Headquartered in the U.S., our client operates internationally, supporting merchants with scalable, data-driven solutions tailored to the evolving demands of global e-commerce.

Our client currently has a remote support team in Manila hired through a BPO / Professional Employer Organization (PEO)/Employer of Record (EOR) company. They are looking to build their own direct badged site in Manila and transition 300+ agents to the new site by early 2026. Expectation is the site will continue to grow over the next few years.

Duties and Responsibilities:

• Monitor real-time agent adherence, service levels, and productivity across multiple channels and brands using workforce management tools
• Identify gaps in coverage and proactively recommend adjustments to staffing and scheduling
• Communicate with supervisors, agents, and leadership to coordinate intraday changes
• Track and report on real-time metrics, trends, and escalations
• Collaborate cross-functionally to resolve workflow interruptions and meet performance targets
• Contribute to the ongoing improvement of WFM processes and tools

They leverage the following tools to power our operations:

• Google Suite & Confluence for communication and documentation
• Slack for cross-functional collaboration
• Zendesk Workforce Management for scheduling, forecasting, and real-time management
• Zendesk and Zoom Phone for support interactions
• Looker & Zendesk Explore for reporting and analysis
• Confluence for documentation
• Zapier for automation

Must-have Skills / Qualification:

• At least 3 years of experience in a customer service environment, including a minimum of 1 year in workforce management.
• Proficient in MS Excel and Google Sheet
• Strong analytical skills with a proven ability to interpret data and take action
• Excellent communication and interpersonal skills
• Detail-oriented and able to juggle competing priorities in a fast-paced environment
• Able to work independently and collaboratively

What will make you stand out?

• Hands-on experience with real-time adherence tracking and intraday queue management
• Familiarity with reporting tools like Looker or Google Sheets
• A proactive, solutions-oriented mindset
• Passion for continuous improvement and leveraging data to drive results
• Experience working in or supporting a BPO or hybrid support team model

Advantageous but not required:

• Proficiency in workforce management software (Zendesk WFM, Assembled, Aspect, Playvox, or similar)

Job Type: Permanent

Emp Type: Full-time / Direct Employment

Schedule: Monday to Friday 5AM – 2PM CST (6PM – 3AM PHT) *might be adjusted based on the needed coverage

Location: Bonifacio Global City, Taguig

Industry: Software