Workforce Analyst | Urgent Hiring - Logix BPO

Logix BPO is a smart outsourcing company and business process outsourcing specialist based in Cebu City.

You will be instrumental in making sure our staffing aligns with business demands placing the right talent in the right roles at the right time.

Key Responsibilities:

• Examine historical trends and data to predict call volume, workload, and staffing needs.
• Track real-time performance metrics, service levels, and adherence within the contact center.
• Create and update workforce schedules aligned with staffing levels and business demands.
• Offer strategic recommendations to enhance efficiency, productivity, and customer satisfaction.
• Partner with teams across Operations, HR and Training to ensure alignment of workforce strategies.
• Generate performance and KPI reports on a daily, weekly, and monthly basis for leadership.
• Utilize workforce management tools (such as NICE, Verint, Genesys, Aspect) for scheduling and forecasting.
• Contribute to the planning of high-demand periods, shift allocation, and paid time off scheduling.
• Detect potential staffing issues or shortages and recommend proactive actions.
• Aid in driving process improvements and automation within workforce planning functions.

Qualifications:

• A bachelor's degree in Business, Statistics, Mathematics, or a similar discipline (or equivalent practical experience).
• Minimum of 2 year's experience in workforce planning, forecasting, or a comparable analytical position.
• Proficient in Microsoft Excel, including pivot tables, formulas, and data visualization, familiarity with business intelligence tools like Power BI or Tableau is a plus.
• Knowledge of workforce management platforms such as NICE, Verint, or comparable systems.
• Strong skills in data analysis, problem-solving, and effective communication.
• Capable of working both independently and collaboratively in a dynamic, fast-paced environment.
• Exceptional attention to detail and a high level of accuracy in forecasting and data reporting.

Preferred Skills:

• Background working in a call center or customer support setting.
• Understanding of effective scheduling practices and relevant labor regulations.
• Familiarity with SQL or other data querying and extraction tools.

What we Offer:

• A rewarding pay structure paired with a full benefits offering career growth Opportunities.
• Opportunities to grow professionally within a dynamic organization.
• A team focused, diverse, and respectful workplace environment.
• Supportive management that promotes a healthy, productive work environment.
• Structured onsite schedule with consideration for work-life balance.