Night-Shift WFM Planner & Forecaster

Carelon Global Solutions Philippines, Inc.; Pasig; On-site; PHP 350,000 - 550,000; Full time

Job summary

Carelon Global Solutions Philippines, Inc. in Pasig (PHL) is seeking a WFM Planner/Forecaster to perform real-time analysis and scheduling for a 8:00 PM to 5:00 AM shift.

The role focuses on meeting service levels, monitoring call volume and ASA, and adjusting schedules to maximize utilization across a centralized contact center. Responsibilities include designing an efficient staffing system, PTO planning, and developing shift rules and templates.

Qualifications

• BA/BS in Business, Statistics or related field.
• 2 years of call center operations experience.
• 2 years of scheduling experience in a centralized call center preferred.

Responsibilities

• Perform real-time analysis to ensure service levels are met.
• Monitor call volume demand in real time and adjust workforce accordingly.
• Design and manage shift schedules, PTO planning, and PTO coverage.
• Develop scheduling rules and templates to meet projected call volumes.

Skills

Scheduling

Call center ops

WFM tools

Data analysis

Education

BA/BS in Business/Statistics or related

Tools

WFM software

Job description

Carelon Global Solutions Philippines, Inc. in Pasig (PHL) is seeking a WFM Planner/Forecaster to perform real-time analysis and scheduling for a 8:00 PM to 5:00 AM shift.

The role focuses on meeting service levels, monitoring call volume and ASA, and adjusting schedules to maximize utilization across a centralized contact center. Responsibilities include designing an efficient staffing system, PTO planning, and developing shift rules and templates.