Devie

Workforce Management Analyst

Verified

With Timeproof

mark as hired

Overview

Looking for full-time work (8 hours/day)

at $4.92/hour ($960.00/month)

Bachelors degree

Last Active

August 26th, 2026 (4 days ago)

Member Since

August 2nd, 2023

Profile Description

Data-driven Workforce Management Analyst with over 6 years of progressive BPO and tech industry experience, specializing in contact center telemetry, capacity planning, and real-time operational execution. Proven expertise in short- and long-term volume forecasting, schedule optimization, and shrinkage management to consistently meet SLA targets. Skilled in translating complex KPI data—such as occupancy, adherence, and utilization—into actionable recommendations for cross-functional leadership. Proficient in Advanced MS Excel, Power BI, Tableau, and automated reporting workflows.

CORE COMPETENCIES & TOOLS

Workforce Management: Capacity Planning, Short & Long-Term Forecasting, Real-Time Monitoring & Intraday Management, Schedule Optimization, Shrinkage & Adherence Management

Data Analysis & Visualization: Live Data Extraction, Trend & Seasonality Analysis, Advanced MS Excel, Power BI, Tableau, Performance Scorecards, Root Cause Analysis

Operational Governance: SLA Compliance, AHT & Utilization Optimization, KPI Tracking, Database & Roster Auditing

Systems & Platforms: Avaya, Genesys, NICE IEX, KAMI, Tekion Cloud ERP, RingCentral

Cross-Functional Skills: Executive Dashboarding, Stakeholder Alignment, Process Improvement, Capacity Modeling, Junior Analyst Mentorship

PROFESSIONAL EXPERIENCE

Workforce Management Analyst
Pinnacle Intelligence | Oct 2025 – Present

Develop short-term and long-term forecasts for workload, call volume, and transaction demand by analyzing historical trends, seasonality, and business assumptions.

Create and maintain agent schedules aligned with SLAs, balancing customer demand, agent availability, shrinkage factors (absences, training, meetings), and labor rules.

Monitor daily performance against forecasts in real time, executing intraday adjustments such as reforecasting, overtime recommendations, and schedule changes while escalating staffing risks.

Prepare regular daily, weekly, and monthly performance reports to analyze KPIs including service level, productivity, occupancy, adherence, and utilization to drive efficiency.

Partner with Operations, HR, Training, and Leadership teams to align forecasting with business plans, communicate workforce trends, and support hiring roadmaps with capacity requirements.

Maintain and enhance WFM tools and forecasting models, supporting process automation and data accuracy best practices.

Workforce Analyst
Foundever | Alabang, Muntinlupa | Nov 2023 – Oct 2025

Monitored real-time queues, occupancy, and schedule adherence across multiple lines of business, proactively escalating interval variances to Operations Managers.

Prepared and presented executive-level daily, intraday, weekly, and ad-hoc analytics reports, translating operational metrics into actionable business insights.

Developed custom internal automation tools and reporting templates in Excel to streamline data collection workflows and improve reporting accuracy.

Audited master agent rosters and software tracking databases to maintain data integrity and system access rules.

Served as primary trainer and mentor for newly hired internal WFM real-time analysts, delivering operational best-practices training.

Real-Time Analyst
IGT Solutions | Alabang, Muntinlupa | Nov 2022 – Nov 2023

Ensured real-time queue adherence and interval compliance across global client programs; responded to operational red flags including high occupancy and performance drops.

Generated hourly, daily, and weekly WFM reports to track AHT variations, shrinkage spikes, and schedule variances.

Engineered automated Excel-based templates and scorecards to streamline report generation.

EARLY CAREER & TECHNICAL EXPERIENCE

Travel Consultant | IGT Solutions (Jun 2022 – Nov 2022): Investigated and resolved customer escalations using root-cause analysis to ensure quality metrics.

IT Intern | Micro Precision Calibration (Feb 2022 – Jun 2022): Provided technical system user assistance, tier support, and IT documentation.

Content Moderator | Majorel (Jan 2021 – Feb 2022): Evaluated content quality, user data integrity, and policy compliance across platform streams.

Process Executive | Cognizant (Aug 2020 – Jan 2021): Managed operational workflows, client communications, and process deliverables.

Outbound Sales Agent | Best Insurance Rates (May 2020 – Aug 2020): Handled direct client communications and lead management.

EDUCATION & CERTIFICATIONS

Bachelor of Science in Information Technology (2018 – 2023)
Cavite State University | GPA: 1.75 (Major GPA: 1.47) | Consistent Dean's Lister

Web Development Bootcamp (Oct 2021)
Udemy | Full-stack fundamentals: HTML, CSS, JavaScript, PHP

Other Skills

Web Programming » Javascript

Experience: Less than 6 months

Web Programming » CSS

Experience: Less than 6 months

Web Programming » HTML

Experience: 1 - 2 years

Audio Editing » Amadeus Pro

Experience: Less than 6 months

Basic Information

Age: 26

Gender: Female

Website: Sign Up with Pro Account to View

Address: Bacoor, Cavite

Tests Taken: IQ
Score: 117: DISC
Dominance: 23
Influence: 15
Steadiness: 27
Compliance: 35: English
C1(Advanced)

Government ID: Sign Up with Pro Account to View

“I'm very thankful for what OFS and Onlinejobs.ph has done for me!”

Sam Sapp

SEE MORE REAL RESULTS

“The more I stepped away from it, the more successful our Chanel became!”

- Jim Orr

see more real results

BENCHMARKS

Loading Time: Base Classes	0.0008
Controller Execution Time ( Jobseekers / Info )	0.0315
Total Execution Time	0.0329

GET DATA

No GET data exists

MEMORY USAGE

1,648,728 bytes

POST DATA

No POST data exists

URI STRING

jobseekers/info/2907252

CLASS/METHOD

jobseekers/info

DATABASE: onlinejobs (Jobseekers:$db) QUERIES: 29 (0.0189 seconds) (Show)

0.0004	`SELECT * FROM exrates WHERE rate_name = 'USD-PHP'`
0.0009	SELECT * FROM `jobseekers` WHERE `jobseeker_id` = '2907252' LIMIT 1
0.0038	SELECT * FROM `jobseeker_meta` WHERE `jobseeker_id` = '2907252'
0.0010	SELECT `j`., `jj`. FROM `jobseekers` `j` INNER JOIN `jobseekers_jobdata` `jj` ON `j`.`jobseeker_id` = `jj`.`jobseeker_id` WHERE `j`.`jobseeker_id` = '2907252'
0.0003	SELECT * FROM `jobseekers_trust` WHERE `jobseeker_id` IS NULL
0.0004	SELECT * FROM `jobseekers` WHERE `jobseeker_id` = '2907252' AND `is_private` = 1
0.0003	`SELECT * FROM employment WHERE jobseeker_id = '2907252' AND hired > -1`
0.0008	`SELECT employers.contact_name, ec.employer_id, ec.jobseekers_id, ec.is_jobseeker_reply, ec.employer_date, ec.employer_comment, ec.lastmodified FROM employers LEFT JOIN employer_comment ec on employers.employer_id = ec.employer_id WHERE ec.jobseekers_id = '2907252' AND employers.deactivate = 0 ORDER BY employer_comment_id DESC`
0.0002	`SELECT * FROM skill_categories ORDER BY cat_order ASC`
0.0005	`SELECT * FROM skill_subcategories ORDER BY subcategory ASC`
0.0002	`SELECT * FROM jobseekers_jobdata WHERE jobseeker_id = 2907252 LIMIT 1`
0.0007	`SELECT * FROM jobseekers_skills WHERE jobseeker_id = 2907252 LIMIT 1`
0.0006	`SELECT * FROM jobseekers j, jobseekers_jobdata jj,jobseekers_skills js WHERE j.jobseeker_id = '2907252' AND j.jobseeker_id = jj.jobseeker_id AND jj.jobseeker_id = js.jobseeker_id`
0.0004	`SELECT *, DATEDIFF('2026-08-30',rebill_date) duration_rebill FROM employers WHERE employer_id = ''`
0.0002	`SELECT * FROM employer_comment WHERE employer_id = ''`
0.0012	SELECT `facebook`, `manual_fb_score` FROM `jobseekers_trust` WHERE `jobseeker_id` = '2907252'
0.0031	SELECT * FROM `skills_categories` WHERE `is_approved` = 1 ORDER BY `name`
0.0010	SELECT `jsct`., `jsct`.`id` as `jsct_id`, `sct`. FROM `jobseekers_skills_categories` `jsct` LEFT JOIN `skills_categories` `sct` ON `sct`.`id` = `jsct`.`skill_category_id` WHERE `sct`.`is_approved` = 1 AND `jsct`.`jobseeker_id` = '2907252' ORDER BY `jsct`.`rate` DESC
0.0003	SELECT * FROM `jobseekers_trust` WHERE `jobseeker_id` = '2907252'
0.0002	`SELECT user_level, rebill_date, jobseekers_seen, jobseekers_seen_override from employers WHERE employer_id = ''`
0.0003	SELECT * FROM `testimonial_videos` WHERE `placement` = 1 OR `placement` = 0 ORDER BY RAND()
0.0002	SELECT * FROM `testimonial_videos` WHERE `placement` = 2 OR `placement` = 0 ORDER BY RAND()
0.0003	`select * from teasers`
0.0003	SELECT * FROM `employers` WHERE `employer_id` IS NULL LIMIT 1
0.0002	`SELECT user_level, rebill_date, jobseekers_seen, jobseekers_seen_override from employers WHERE employer_id = ''`
0.0002	SELECT * FROM `employers` WHERE `employer_id` IS NULL LIMIT 1
0.0002	`SELECT user_level, rebill_date, jobseekers_seen, jobseekers_seen_override from employers WHERE employer_id = ''`
0.0002	`SELECT user_level, rebill_date, jobseekers_seen, jobseekers_seen_override from employers WHERE employer_id = ''`
0.0002	`SELECT * FROM notes WHERE employer_id = '0'`

HTTP HEADERS (Show)

SESSION DATA (Show)

__ci_last_regenerate	1788070561
last_page	https://v1.stage.onlinejobs.ph/jobseekers/info/2907252
csrf-token	9f27a7bd0b1ec62c415ef4aa87be2d20

CONFIG VARIABLES (Show)

base_url	https://v1.stage.onlinejobs.ph
log_threshold	2
enable_profiler
index_page
uri_protocol	PATH_INFO
url_suffix
language	english
charset	UTF-8
enable_hooks	1
subclass_prefix	MY_
composer_autoload	vendor/autoload.php
permitted_uri_chars	a-z 0-9~%.:_\=\-\+\@?\&
enable_query_strings
controller_trigger	c
function_trigger	m
directory_trigger	d
allow_get_array	1
log_path
log_file_extension
log_file_permissions	420
log_date_format	Y-m-d H:i:s
error_views_path
cache_path
cache_query_string
encryption_key	OdBUArjiWg9I7u7bvAwQ7Fu35VB1kzga
sess_driver	files
sess_cookie_name	ci_session
sess_expiration	2678400
sess_save_path
sess_match_ip
sess_time_to_update	300
sess_regenerate_destroy
cookie_prefix
cookie_domain
cookie_path	/
cookie_secure
cookie_httponly
standardize_newlines
global_xss_filtering	1
csrf_protection
csrf_token_name	csrf_test_name
csrf_cookie_name	csrf_cookie_name
csrf_expire	7200
csrf_regenerate	1
csrf_exclude_uris	Array ( )
compress_output
time_reference	local
rewrite_short_tags
proxy_ips
ojadmin	JpjZkQN5A8l@^L
salt	+UFjSAT49tPZLtmU2CIG2FYN7pRhgsWyLHgSyQa6k3I=
queue_enabled
twilio	Array ( [sid] => AC00c0594045c6eef9407e8fff01f3d467 [token] => f0bfc0b73444a077894a43f5f75e6d41 [length] => 6 [from] => +639221200200 [code_expiry_seconds] => 14400 )
maintenance	Array ( [admin] => Array ( [verification] => ) [announcement_bar] => Array ( [show_slow_issue_message] => ) )
trustpilot	Array ( [to_email] => onlinejobs.ph+3d844ebf71@invite.trustpilot.com )
services	Array ( [google_tag_manager] => Array ( [id] => GTM-T5CQMS6P ) [chatgpt] => Array ( [secret] => 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 ) [claude] => Array ( [secret] => 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 ) )
v2_url	https://v2.onlinejobs.ph
replacemyself_secret_key	Kk1WpgTMkc4wBQOqC5rqCssdLhACKrsJeTtO1ywUkT4=
app	Array ( [app] => Array ( [command] => Array ( [map] => Array ( [OnlineJobs\Mailer\Command\SendEmailCommand] => OnlineJobs\Mailer\Handler\SendEmailHandler [OnlineJobs\Mail\Command\SendEmailCommand] => OnlineJobs\Mail\Handler\SendEmailHandler [OnlineJobs\Mail\Command\QueueEmailPendingCommand] => OnlineJobs\Mail\Handler\QueueEmailPendingHandler [OnlineJobs\Mail\Command\QueueJobEmailPendingCommand] => OnlineJobs\Mail\Handler\QueueJobEmailPendingHandler [OnlineJobs\Mail\Command\QueueUnapprovedEmailCommand] => OnlineJobs\Mail\Handler\QueueUnapprovedEmailHandler [OnlineJobs\Mail\Command\ProcessEmailQueueCommand] => OnlineJobs\Mail\Handler\ProcessEmailQueueHandler [OnlineJobs\Mail\Command\PutJobseekerEmailOnHoldCommand] => OnlineJobs\Mail\Handler\PutJobseekerEmailOnHoldHandler [OnlineJobs\Purchase\Command\RealEstateVaCourseCommand] => OnlineJobs\Purchase\Handler\RealEstateVaCourseHandler [OnlineJobs\Test\Command\HelloCommand] => OnlineJobs\Test\Handler\HelloHandler ) [middleware] => Array ( ) ) [providers] => Array ( [0] => OnlineJobs\Bus\BusServiceProvider [1] => OnlineJobs\Database\DbServiceProvider [2] => OnlineJobs\Mailer\MailerServiceProvider [3] => OnlineJobs\Support\SupportServiceProvider [4] => OnlineJobs\Employer\ServiceProvider [5] => OnlineJobs\Jobseeker\ServiceProvider [6] => OnlineJobs\Mail\ServiceProvider [7] => OnlineJobs\Postal\ServiceProvider [8] => OnlineJobs\Queue\ServiceProvider [9] => OnlineJobs\Courier\ServiceProvider [10] => OnlineJobs\Job\ServiceProvider [11] => OnlineJobs\Purchase\ServiceProvider ) ) )
meta	Array ( [facebook] => Array ( [input] => 1 [connect] => 2 [timezone] => 3 [url] => 30 [id] => 31 [photo] => 32 [name] => 33 [email] => 34 [review] => 35 ) [trust] => Array ( [government_id] => 4 [utility_bill] => 5 [selfie_photo] => 6 [profile_picture] => 7 [phone_number] => 8 [facebook] => 9 ) [verify] => Array ( [profile_picture] => 10 [government_id] => 11 [selfie_photo] => 12 [utility_bill] => 13 [address] => 14 [name] => 15 [reviewed] => 16 [government_group] => 28 [address_group] => 29 [mobile] => 38 ) [address] => Array ( [complete] => 17 [room_unit_no] => 20 [house_no] => 21 [street] => 22 [subdivision] => 23 [barangay] => 24 [city] => 25 [province] => 26 [postcode] => 27 ) [reviewed] => Array ( [similar_names] => 1 ) [name] => 18 [phone] => 19 [sms_verification_code] => 36 [resend_verification_code] => 37 [address_read] => 39 [first_name] => 100 [middle_name] => 101 [last_name] => 102 [edit] => Array ( [government_id_group] => 40 [address_group] => 41 [mobile_group] => 42 ) [salary_re_entry] => 103 [id_proof_recalibrate] => 104 [email] => 44 [mobile_verification_type] => 45 )
honeypot	Array ( [name_field] => my_name [enabled] => 1 )

HTTP_ACCEPT	/
HTTP_USER_AGENT	Mozilla/5.0 AppleWebKit/537.36 (KHTML, like Gecko; compatible; ClaudeBot/1.0; +claudebot@anthropic.com)
HTTP_CONNECTION	Upgrade
SERVER_PORT	80
SERVER_NAME	v1.stage.onlinejobs.ph
REMOTE_ADDR	127.0.0.1
SERVER_SOFTWARE	Apache/2.4.58 (Ubuntu)
HTTP_ACCEPT_LANGUAGE
SCRIPT_NAME	/index.php
REQUEST_METHOD	GET
HTTP_HOST
REMOTE_HOST
CONTENT_TYPE
SERVER_PROTOCOL	HTTP/1.1
QUERY_STRING
HTTP_ACCEPT_ENCODING	gzip, br, zstd, deflate
HTTP_X_FORWARDED_FOR	216.73.216.52
HTTP_DNT

Devie

Workforce Management Analyst

Overview

Profile Description

Top Skills

Office and Administration » Data Analytics

Office and Administration » Microsoft Excel

Office and Administration » Google Sheets

Other Skills

Web Programming » Javascript

Web Programming » CSS

Web Programming » HTML

Audio Editing » Amadeus Pro

Basic Information