Workforce Management Analyst (Onsite - BGC) - #34556

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.

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 / Qualifications:

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