Converge ICT Solutions Inc.
Workforce Management & Business Analytics Analyst
Pasig City / Full Time
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  • Candidate must possess at least Bachelor's/College Degree in Business Studies/Administration/Management or equivalent.
  • At least 1 Year(s) of working experience in the related field is required for this position.
  • Preferably 1-4 Yrs Experienced Employee specialized in Marketing/Business Development or equivalent.


  • Provide real-time monitoring via available tools (USP, Algorithm, etc.) and workforce management techniques
  • Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams
  • Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.
  • Produces call volume forecasts on a daily, weekly, monthly, and annual basis for multi-site operation 
  • Generates and evaluates staffing schedules and ensures data updates in the scheduling system. Generates short and long-term staffing models and provides recommendations based on analysis
  • Provide daily/intra-day performance reports and all ad-hoc reports that will be required by the team supported.

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