ANALYST II, WORKFORCE MANAGEMENT

Qualfon; Cebu City; On-site; PHP 614,000 - 949,000; Full time

Job summary

Qualfon in Cebu City is seeking a Workforce Management (WFM) Analyst to forecast workload, plan staffing, schedule resources, and monitor performance to meet targets.

You will partner with Operations, Training, Recruiting, and business leaders to optimize workforce utilization, service levels, and customer experience, while driving continuous improvement through data-driven insights and proactive scenario planning.

Qualifications

• Bachelor's degree in a related field.
• 3+ years WFM experience in contact center/BPO.
• Strong forecasting, capacity planning, scheduling, and real-time management skills.
• Advanced Excel skills and data modeling.

Responsibilities

• Forecast workload and create short-, mid-, and long-term forecasts.
• Develop capacity plans and staffing recommendations.
• Design optimized schedules and monitor intraday staffing.
• Track performance metrics and recommend improvements.
• Develop dashboards and reports for stakeholders.
• Collaborate with Operations and Leaders to drive decisions.

Skills

3+ years WFM experience

Advanced Excel

Forecasting

Capacity Planning

Education

Bachelor's degree

Tools

Verint

NICE IEX

Aspect

Genesys

Calabrio

Alvaria

Job description

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,

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.

Required 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.

Success Measures (KPIs)

• Forecast Accuracy
• Service Level Achievement
• Staffing Plan Accuracy
• Schedule Efficiency
• Shrinkage Management
• Adherence Performance
• Occupancy Targets
• Stakeholder Satisfaction
• Operational Cost Optimization