Workforce Management Analyst

我们做什么

在 Kenvue，我们意识到日常护理的非凡力量。我们以一个多世纪的传统为基础，植根于科学，是标志性品牌的品牌 - 包括您已经熟悉和喜爱的 NEUTRGENA®、AVEENO、TYLENOL®®、LISTERINE®、JOHNSON'S® 和 BAND-AID®。科学是我们的热情所在;关心就是我们的才能。

我们是谁

我们的全球团队由 ~ 22,000 名才华横溢的员工组成，他们的职场文化中，每个声音都很重要，每一个贡献都受到赞赏。 我们热衷于洞察， 创新并致力于为我们的客户提供最好的产品。凭借专业知识和同理心，成为 Kenvuer 意味着每天有能力影响数百万人。我们以人为本，热切关怀，以科学赢得信任，以勇气解决——有绝佳的机会等着您！加入我们，塑造我们和您的未来。有关更多信息，请单击 here.

Role reports to：

Workforce Mgmt & Service Insight Manager

位置：

Asia Pacific, Philippines, National Capital, Paranaque

工作地点：

混合

你会做什么

What You Will Do 

The Workforce Management Analyst will be responsible for ensuring that workforce strategies align with operational goals through real-time monitoring, forecasting, and scheduling activities. This role is essential in maintaining schedule adherence, agent availability, and service level performance across contact center operations.

Key Job Responsibilities:

• Monitor call, chat, email, and case queues to ensure service goals are met.
• Oversee real-time adherence to agent schedules including breaks, lunch, and off-phone activities.
• Provide headcount requirements (FTE) for upcoming campaigns and queues.
• Support scheduling and capacity planning for optimal resource allocation.
• Assist in creating reports and dashboards to inform leadership decisions and identify improvement opportunities.
• Collaborate with operations teams to adjust strategies based on real-time trends and variances.

What We Are Looking For

Required Qualifications

• Bachelor’s degree in any field.
• Minimum of 1 year experience in workforce management, forecasting, or analytics within a global or large-scale call center.
• Strong background in Real-Time Adherence (RTA) and agent scheduling.
• Analytical thinker with solid decision-making skills and high attention to detail.
• Proficient in interpreting data and transforming it into actionable insights.

Desired Qualifications

• Experience with workforce forecasting tools or platforms and knowledge of multivariate statistical techniques.
• Prior experience in service performance metrics, reporting dashboards, and performance analysis.
• Demonstrated ability to drive results and support business decisions through data.
• Strong communication and stakeholder engagement skills across diverse teams.

What’s In It For You

• Competitive Benefit Package
• Paid Company Holidays, Paid Vacation, Volunteer Time, Summer Fridays & More!
• Learning & Development Opportunities
• Employee Resource Groups 

Kenvue is proud to be an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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