Global Support Workforce Management & Real-time Analyst, Otter - Makati City

Who we are 

In the past, to be a successful restaurateur, you simply had to have a passion for food and a passion for people - but to succeed as a digital restaurateur you also need to have a passion for technology. We believe in the joy of serving others, and that's why we created Otter – to help restaurateurs succeed in online food delivery. Restaurants around the world, both large and small, including Chick-fil-A, Ben & Jerry’s, KFC, and Eataly trust our software to power their delivery business. We increase sales, reduce order issues, and decrease delivery headaches. 

As the Global Support Workforce Management & Real-time Analyst, you will play a key role in optimizing workforce efficiency and ensuring service level targets are met. This role is responsible for forecasting, capacity planning, scheduling, real-time monitoring, and reporting across operational teams. The WFM Analyst collaborates with key stakeholders to align staffing with business demand, improve productivity, and support strategic decision-making.

What you’ll do

• Forecasting and Planning
• Develop short-term and long-term forecasts based on historical data, business trends, and anticipated changes.
• Support capacity planning by projecting staffing requirements across multiple departments or sites.
• Real-time monitoring 
• Monitor real-time performance metrics (e.g., adherence, occupancy, service levels) and adjust resources as needed.
• Proactively respond to unplanned events such as high absenteeism or spikes in volume.
• Reporting and Analytics 
• Generate regular and ad hoc reports on key workforce metrics (e.g., shrinkage, utilization, forecast accuracy).
• Analyze data to identify trends, risks, and opportunities for process improvement.
• Stakeholder communication
• Work closely with Support Operations, Scaled Operations, and leadership teams to align workforce strategies with business goals.
• Provide data-driven recommendations to improve operational efficiency and employee engagement.
• Work closely with our BPO vendors, acting as the main point of contact and Otter representative for all things Workforce Management related 

What we’re looking for

• Bachelor’s degree in Business, Statistics, Operations, or related field (or equivalent experience)
• Strong analytical and problem-solving skills
• Proficient in Excel and data visualization/reporting tools (e.g., Power BI, Tableau)
• Excellent communication and stakeholder management abilities
• 3+ years of experience in workforce management, preferably in a contact center or operations environment
• Proficiency in WFM tools (e.g., Zendesk WFM, NICE IEX, Verint, Genesys WFM, Aspect)

Why join us 

• Demand for online food delivery is growing really fast! In the last 5 years, just in the US, the overall market has expanded 10X from $10B to $100B, and could expand to $500bn- $1T by 2030.
• Changing the restaurant industry: You’ll be part of a team that helps restaurants succeed in online food delivery. 
• Collaborative environment: You will receive support and guidance from experienced colleagues and managers, helping you to learn, grow and achieve your goals, and you’ll work closely with other teams to ensure our customer’s success.

What else you need to know 

This role is based in our Makati office. As a company driven by innovation and continuous change, close collaboration is essential. We’re constantly reimagining our industry, creating new products, and refining our processes, and we do our best work together. That’s why all of our office-based teams work onsite, five days a week. 

Ready to join us as we serve those who serve others? 

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