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Workforce Management Sr. Analyst

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Workforce Management Sr. Analyst

Description

Turn Workforce Data into Intelligent, AI‑Driven Action

At Ingram Micro, we’re the business behind the world’s brands—connecting technology innovators with customers across the globe. With operations in more than 57 countries, our scale, diversity, and digital platforms help businesses grow faster and operate smarter. Join us and help shape the future of global technology distribution.

As a Workforce Management Sr. Analyst, you’ll be a key driver of how our global support organization scales and performs. You’ll ensure the right skills, languages, and support levels are in place across EMEA, AMER, and APAC, enabling us to meet service‑level commitments while balancing cost, quality, and associate experience.

What You’ll Do:

In this role, you’ll own forecasting, capacity planning, scheduling, and real‑time workforce performance across multiple channels and platforms. You’ll partner with Support Operations, Engineering, Product, and regional leaders to turn demand signals into actionable staffing strategies.

As part of Performance Analytics & Continuous Improvement, you’ll also recommend and implement agentic AI and automation solutions—streamlining workforce processes, improving forecast accuracy, accelerating decision‑making, and enabling smarter, more resilient support operations.

What You’ll bring to this role:

  • Minimum 5 years in Workforce Management or Support Operations analytics (global, 24×7 preferred).
  • Hands‑on experience with forecasting, scheduling, RTA, and capacity planning in a multi‑channel environment.
  • Strong proficiency with Excel and analytics tools (e.g., SQL, Power BI/Tableau).
  • Experience with Agentic AI/Automation tools for WFM
  • Experience with ticketing and telephony/ACD platforms (e.g., Zendesk/Freshdesk, Genesys/Five9/NICE, Salesforce Service Cloud, or similar).
  • Demonstrated ability to manage multi‑language queues and tiered support models (T1–T3, engineering escalation).
  • Excellent communication skills; able to translate complex analyses into clear operational recommendations.

At Ingram Micro, we invest in your growth. You’ll work in a diverse, values‑driven environment shaped by results, integrity, imagination, courage, responsibility, and talent—with opportunities to learn, innovate, and build a long‑term career.
Let’s shape tomorrow—together.

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Our Culture makes Ingram Micro a Great Place to Work ®

Ingram Micro Philippines stands as a beacon of excellence in the corporate landscape, celebrated as a Great Place to Work® for five consecutive years. This isn't just a title; it's a testament to our vibrant culture rooted in trust, inclusion, performance, and innovation. Here, we don't just work; we thrive together in an environment that values every voice and nurtures every talent.

Learn more about Ingram Micro in The Philippines

We are #OneIngramMicro

Our People are the threads in the rich tapestry of cultures and ideas that define us, showcasing the power of diversity.

Ingram Micro's culture of recognition fosters pride in the value each employee contributes to business success. Employees are not just productivity numbers, but valued for their skills and collaboration. Employee resource groups allow for free expression and shared purpose, highlighting the importance of employee satisfaction. Outside of work, employees find joy in new hobbies, travel, and meeting people with diverse perspectives. Most importantly, employees are present in the lives of those who matter most. Ingram Micro is truly a great place to work.

Jasmin C. Dela Vega Supervisor, Sales Operations
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As someone who has been in the BPO industry for several years, I can confidently say that my career growth has been significantly supported by the team at Ingram Micro. They have provided me with ample opportunities to develop my skills and have constantly encouraged me to push myself beyond my limits. Additionally, the company culture is one that fosters creativity, collaboration, and innovation, making it an ideal workplace for employees looking to excel in their careers.

Brian Gerald Go Consultant, Global Reporting & Data Analytics
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Ingram Micro stands out for more than just its generous perks, recreational activities, and benefits. The company's care for employees' financial, mental, physical, and emotional needs through various platforms is remarkable. They provide a feeling of being part of an organization even after college, supporting employees as individuals with lives outside work. Ingram Micro invests in learning and development, helping employees achieve professional growth while aiding the company's success. This focus on employee well-being and growth drives productivity and fosters long-term commitment. Ingram Micro is truly great.

Emman Tatunay Professional, Sales Operations
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Working for more than a decade at Ingram Micro is a testament of how good a company it is in nurturing its people. I have been provided not only a professional network but also a sense of family. I had the opportunity to develop relationships and build expertise in specific areas. Such experience fosters a sense of loyalty and commitment to the company. It also opened opportunities for career growth; my journey from Sales to Project Management is by no means easy but is rich in learning and development.

Maricar Gentelizo Sr Professional, Digital Enablement
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Helping businesses reach their global potential

At Ingram Micro we are dedicated to a shared set of principles that unites and guides us to better decisions and behaviors.

Delivering successful results, embracing change with courage, and acting with integrity every time and everywhere. We revel in using our imagination with creativity, agility and resourcefulness, we act with responsibility, and we are proud of our talent. 

Go to our global careers page

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