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DE030214-Workforce Services Senior Analyst

Talentmate

Philippines

28th November 2025

2511-18702-397

Job Description

ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- POSITION TITLE: Workforce Services Senior Analyst WORK SETUP: Return to Office Overall Purpose: The role involves monitoring live operational data in a contact center or service environment to ensure alignment with staffing levels, agent performance, call volumes, service level agreements (SLAs), and business goals. Key responsibilities include real-time data monitoring, schedule adjustments Responsibilities: General Responsibilities:

Lead and support a team of analysts, providing training, guidance and performance feedback to maintain accuracy and consistency in Real Time Management team.

Responsible for checking attendance validation, generating reports, and providing status updates for each resource to stakeholders, call outs and communications.

Overseeing service level agreements, ensuring daily targets are met while maintaining control to prevent potential leakages that could lead to revenue loss

Checking for ensuring compliance with overtime are within project requirements and is met during the entire week.

Responsible for outage management, including reporting, issuing notifications, resolution and conducting impact analysis.

Performs admin tasks such as bi-weekly coaching, timecard compliance and Scorecard submission.

Train and mentor staff and act as subject matter experts. OTHERS: Project Shift Schedule: Rotation Shift Project Rest Day: Rotation Off Project/Team Location: Quezon City, Cyberpark Tower 1

SKILLS AND QUALIFICATIONS:

At least 3 years relevant work experience; 1 year supervisory

Consider RTA + any of the three other WFM functions (Scheduling, Forecasting, or Capacity Planning)

Open to college undergraduates with relevant experience

Job Details

Role Level:	Mid-Level	Work Type:	Full-Time
Country:	Philippines	City:	Quezon City National Capital Region
Company Website:	https://www.accenture.com/ph-en	Job Function:	Operations Management
Company Industry/ Sector:	Software Development

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