International Consumer Banking - Workforce Analyst (Cebu)

The Workforce Planning team provides workforce products, technologies, scheduling, forecasting, and real-time support for our Contact and Back-Office Centers. As a Workforce Analyst within our International Consumer Banking Workforce Planning team, you will own intraday performance and contribute to short-term schedule planning, ensuring staffing, skilling, and shrinkage plans translate into interval-level service delivery. #ICBCareer Job Responsibilities: Real-time monitoring of service level across calls, chats, and back-office queues, ensuring targets are met through proactive interventions. Build and publish daily staffing plans and heatmaps for the next 1–7 days; align with weekly schedules and the forecast outlook. Partner with forecasters and schedulers to translate variance drivers (AHT, arrivals, shrinkage, adherence) into targeted schedule changes. Identify the need to increase or decrease off-phone time and employee movement to optimize service levels; communicate changes to call center management and implement changes as required. Plan and influence the participation of off-phone activities for specialist meetings, coaching, and department initiatives. Maintain real-time schedules and complete real-time analysis. Execute intraday schedule management, including same-day shift swaps, micro-shift changes, overtime (OT) offers, voluntary time off (VTO), and skilling adjustments to protect service levels while honoring compliance rules. Partner with team leaders to align real-time actions with the weekly schedule plan; provide feedback on variance drivers and improvement opportunities. Required qualifications, capabilities, and skills: Experience with real-time call and chat monitoring systems and reports, with detailed knowledge of Call Centre Operations, Contact Centre Metrics, and Workforce Planning practices and systems. High proficiency in Microsoft Office products (Excel, Word, PowerPoint). Detailed knowledge of Excel is required. Strength in quantitative analysis, critical thinking, problem solving, and innovation. High attention to detail; ability to work on multiple projects and tasks simultaneously, manage time, and prioritize to complete tasks. Comfortable with a fluid business environment, changing job priorities, and working with people at various levels internally and externally; able to work independently and in a group. Ability to work in a consistently fast-paced, high-volume environment. Excellent written and oral communication skills. Preferred qualifications, capabilities, and skills: Proficiency with Workforce Management scheduling software or equivalent (for example, intraday module, schedule editor, skilling administration). Strong collaboration, communication, and presentation skills. Basic knowledge and understanding of Workforce Planning platforms and practices, both internal and cross-business. Experience analyzing adherence, shrinkage, and occupancy to recommend schedule optimization and staffing moves.