ANALYST I, WORKFORCE MANAGEMENT

Qualfon Philippines; Cebu City; In loco; PHP 480.000 - 700.000; Tempo pieno

Descrizione del lavoro

Qualfon Philippines is seeking a Workforce Management Analyst to forecast workload, plan staffing, and optimize scheduling to meet service levels and customer experience goals. This role collaborates with Operations, Training, Recruiting, and business leaders to drive efficiency and performance across the contact center.

The ideal candidate will have 3+ years in WFM within a BPO, strong Excel skills, and hands-on experience with leading WFM platforms.

Competenze

• Bachelor's degree in a related field.
• 3+ years of WFM experience in a Contact Center / BPO environment.
• Strong hands-on experience in Forecasting, Capacity Planning, Scheduling, and Real-Time Management.
• Advanced Excel skills.
• Experience with WFM platforms such as Verint, NICE IEX, Aspect, Genesys, Calabrio, or Alvaria.

Mansioni

• Forecast workload and plan staffing requirements.
• Create capacity plans and hiring recommendations.
• Design and optimize schedules; manage intraday adjustments.
• Monitor performance against key metrics and address gaps.
• Develop dashboards and reports to analyze forecast accuracy, service levels, ASA, AFRT, and occupancy.
• Partner with leaders to present workforce insights and influence decisions.
• Identify process improvements and automation opportunities.

Conoscenze

Forecasting

Capacity Planning

Scheduling

Real-Time Management

Excel

Formazione

Bachelor's degree in related field

Strumenti

Verint

NICE IEX

Aspect

Genesys

Calabrio

Alvaria

Descrizione del lavoro

OVERVIEW

The Workforce Management (WFM) Analyst is responsible for forecasting workload, planning staffing requirements, scheduling resources, and monitoring performance to ensure operational goals are achieved. The role partners closely with Operations, Training, Recruiting, and Business Leaders to optimize workforce utilization, service levels, customer experience, and operational efficiency.

RESPONSIBILITIES

Forecasting & Capacity Planning

• Develop short-term, mid-term, and long-term workload forecasts.
• Perform staffing requirement calculations based on forecasts, Average Handle Time (AHT), service level targets, shrinkage assumptions, and occupancy goals.
• Create capacity plans and hiring recommendations.
• Conduct scenario modeling and what-if analyses.

Scheduling & Resource Planning

• Design and optimize schedules.
• Manage intraday staffing adjustments.
• Monitor schedule adherence.

Real-Time Management

• Monitor operational performance against key metrics.
• Analyze trends and recommend corrective actions.
• Partner with Operations to address staffing gaps and risks.

Reporting & Analytics

• Develop dashboards and reports.
• Analyze forecast accuracy, service level, Average Speed of Answer (ASA), Average First Response Time (AFRT), occupancy, shrinkage, adherence, and productivity metrics.

Stakeholder Management

• Partner with leaders and present workforce insights.
• Influence decisions through data-driven recommendations.

Continuous Improvement

• Identify process improvements and automation opportunities.

QUALIFICATIONS

• Bachelor's degree in a related field.
• 3+ years of WFM experience in a Contact Center / BPO environment.
• Strong hands-on experience in Forecasting, Capacity Planning, Scheduling, and Real-Time Management.
• Advanced Excel skills.
• Experience with WFM platforms such as Verint, NICE IEX, Aspect, Genesys, Calabrio, or Alvaria.

Preferred Qualifications

• Experience supporting large-scale customer service, telecommunications, or technical support programs.
• Experience with Power BI, Tableau, SQL, or similar analytics tools.
• Knowledge of Erlang calculations and workforce planning methodologies.

Key Competencies

• Analytical Thinking: Strong forecasting and statistical analysis capabilities.
• Business Acumen & Reporting: Ability to turn complex metrics into clear dashboards and actionable operational insights.
• Communication & Stakeholder Management: Skill in presenting workforce insights and influencing business leaders through data.
• Adaptability & Decision-Making: High proficiency in making sound decisions under pressure and managing continuous improvement initiatives.