Global WFM: Forecasting & Scheduling Lead

Astreya; Philippines; On-site; PHP 360,000 - 600,000; Full time

Job summary

Astreya is seeking a Workforce Management (WFM) Specialist to lead end-to-end scheduling, forecasting analysis, and queue optimization for global support teams. You will manage demand data, create automated schedules, and ensure alignment with SLOs using Verint WFM.

Key duties include setting queue priorities, balancing staffing differentials, and maintaining accurate user profiles. Strong data handling, operational knowledge, and communication are essential in this role.

Qualifications

• Proficient in extracting, analyzing, and uploading CSV forecast datasets, interpreting queue analytics, and monitoring workforce metrics.
• Strong understanding of multi-channel contact center dynamics and ability to work in a team environment.
• Excellent organizational skills with ability to maintain data integrity across profiles, rules, and shifts.
• Outstanding verbal and written communication skills for cross-functional collaboration.

Responsibilities

• Forecasting & Demand Management: gather and import forecast data across all channels and set queue priorities in Verint.
• Automated Scheduling & QA Optimization: build and publish schedules for multi-tier staff and analyze gaps using QA tools.
• User & Exception Administration: manage employee lifecycle settings in Verint and audit profile integrity.
• Real-time Adjustments & Schedule Maintenance: process leave requests, rotations, and holidays to ensure coverage.

Skills

Analytics & Data Handling

Operational Knowledge

Attention to Detail

Communication

Tools

Verint WFM

Job description

Astreya is seeking a Workforce Management (WFM) Specialist to lead end-to-end scheduling, forecasting analysis, and queue optimization for global support teams. You will manage demand data, create automated schedules, and ensure alignment with SLOs using Verint WFM.

Key duties include setting queue priorities, balancing staffing differentials, and maintaining accurate user profiles. Strong data handling, operational knowledge, and communication are essential in this role.