Workforce Analyst - TP Alphaland, Makati

Teleperformance is seeking a Workforce Analyst to join our team at our TP Alphaland location in Makati City, Metro Manila. This is a full-time position that plays a critical role in optimising our workforce management operations. As a Workforce Analyst, you will be responsible for analysing staffing data, forecasting labour requirements, and providing actionable insights to support effective workforce planning and scheduling. This role is essential to ensuring we maintain optimal service levels whilst managing operational costs efficiently across our contact centre operations.

Key responsibilities

• Analyse workforce data and metrics to identify trends, patterns, and areas for operational improvement
• Develop and maintain workforce forecasting models based on historical data, business projections and seasonal fluctuations
• Monitor key performance indicators (KPIs) such as staffing levels, occupancy rates, adherence and turnover to ensure alignment with business objectives
• Collaborate with scheduling and operations teams to optimise staff scheduling and resource allocation
• Prepare detailed reports and dashboards presenting workforce analytics and recommendations to senior management
• Support capacity planning initiatives by analysing call volumes, average handle times and other operational metrics
• Identify inefficiencies in workforce management processes and propose data-driven solutions
• Conduct regular audits of scheduling compliance and workforce utilisation
• Assist in the development and implementation of workforce management strategies and best practices
• Liaise with HR and Finance teams to ensure accurate budgeting and resource forecasting

What we're looking for

• Proven experience in workforce analytics, workforce management or related analytical roles within a contact centre or customer service environment
• Strong proficiency in data analysis tools and software, such as Excel, SQL, Tableau or similar business intelligence platforms
• Solid understanding of contact centre operations, staffing models and workforce management principles
• Excellent analytical and problem-solving skills with the ability to translate data into meaningful insights
• Demonstrated experience with forecasting methodologies and statistical analysis
• Strong attention to detail and accuracy when working with large datasets
• Excellent written and verbal communication skills in English, with the ability to present findings to various stakeholder levels
• Proficiency in workforce management systems (WFM) is advantageous
• Bachelor's degree in Business Administration, Statistics, Mathematics, Economics or a related field is preferred
• Ability to work independently whilst collaborating effectively with cross-functional teams
• Strong organisational skills and the ability to manage multiple projects simultaneously

What we offer

Teleperformance is committed to providing a rewarding workplace where our employees can thrive and grow. We offer competitive compensation packages, comprehensive health and wellness benefits, and opportunities for professional development and career advancement within our global organisation. Our commitment to a positive work culture includes flexible work arrangements where appropriate, ongoing training and skills development programmes, and recognition of outstanding performance. We believe in investing in our people and creating an inclusive environment where diversity is valued and every employee has the opportunity to succeed.

About us

Teleperformance is a leading global digital customer experience company that combines digital and physical channels to deliver best-in-class customer engagement and business outcomes. With operations across multiple continents, we serve as trusted partners to leading brands and enterprises, providing comprehensive customer experience solutions including customer care, technical support, sales support and digital solutions. At Teleperformance, we are dedicated to delivering exceptional service through our talented workforce, advanced technology platforms and commitment to operational excellence. Our vision is to create meaningful connections between companies and their customers whilst fostering a workplace culture that empowers our employees to deliver their best work. Apply nowIf you are a detail-oriented analyst with a passion for data-driven decision making and experience in workforce management, we would like to hear from you. Please submit your CV, a cover letter outlining your relevant experience, and any supporting documentation demonstrating your analytical capabilities. Join Teleperformance and make an impact on how we serve our customers worldwide.