Global WFM Capacity & Forecasting Lead

Astreya; Philippines; On-site; PHP 400,000 - 660,000; Full time

Job summary

Astreya is seeking a Workforce Management (WFM) Specialist to lead end-to-end scheduling, forecasting, and queue optimization across global support teams (AMER, APAC, EMEA). You will use Verint WFM to manage demand data, generate multi-tier agent schedules, and ensure alignment with SLOs.

The role emphasizes real-time adjustments, QA of schedules, and administration of user profiles, with focus on data integrity, cross-functional communication, and meeting KPIs.

Qualifications

• Analytics & data handling: able to extract, analyze, and upload forecast data and monitor metrics.
• Operational knowledge: understands multi-channel contact centers and tiered support environments.
• Attention to detail: maintain data integrity across profiles, rules, and shifts.
• Communication: strong cross-functional communication with OMs and regional leads.

Responsibilities

• Forecasting & Demand Management: gather forecast data, set queue priorities in Verint, balance FTE differentials.
• Automated Scheduling & QA Optimization: build and publish schedules across tiers and regions; use queue analytics to rebalance.
• User & Exception Administration: manage Verint profiles, skills, placements, and work patterns; audit integrity and movements.
• Real-time Adjustments & Schedule Maintenance: process leave, swaps, and holiday coverage; ensure reporting accuracy.

Skills

Analytics & Data Handling

Operational Knowledge

Attention to Detail

Communication

Tools

Verint WFM

Google Sheets

Job description

Astreya is seeking a Workforce Management (WFM) Specialist to lead end-to-end scheduling, forecasting, and queue optimization across global support teams (AMER, APAC, EMEA). You will use Verint WFM to manage demand data, generate multi-tier agent schedules, and ensure alignment with SLOs.

The role emphasizes real-time adjustments, QA of schedules, and administration of user profiles, with focus on data integrity, cross-functional communication, and meeting KPIs.