Senior Analyst - Workforce Management, Manila

Develop and maintain real-time intra-day staffing plans for a multi-site contact center, translating forecasting into optimal schedules and intraday adjustments. Collaborate with Operations to meet service level targets, produce daily performance insights, and support tools like IEX, Genesys and Tableau to maximize resource efficiency. The role focuses on balancing customer and employee experience, requires evening/weekend availability, and operates across the Manila site with cross-functional partners.