Real-Time WFM Analyst: Forecasting & Scheduling

iQor

Santa Rosa

On-site

PHP 300,000 - 540,000

Full time

2 days ago

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Job summary

iQor is seeking a Workforce Management Specialist in the Laguna region to monitor service levels and drive plans that improve performance against forecasts. You will track forecast accuracy, AHT and staffing while ensuring timely actions and escalations when needed.

The role requires 1–3 years in a similar WFM capacity, strong Excel skills and experience with Avaya/ACD systems. Bachelor's degree in Business Admin or related field is preferred; the position is on-site in Santa Rosa, Laguna.

Qualifications

Bachelor's degree or equivalent required; Business Admin preferred.
1–3 years in a similar role; workforce management/forecasting experience desired.
1 year minimum call/contact center experience required.

Responsibilities

Intra-Day Performance: forecast vs actual by 30 minutes to meet service levels.
Provide hourly performance updates on contact center metrics.
Use IDP data to determine variances in forecast, AHT and staffing.
Document actions taken and issues affecting performance.
Monitor queues to ensure service levels are met and not impacting other metrics.
Review hold time and availability; request skill changes to protect customer satisfaction.
Coordinate with NRP to allocate additional skills when needed.
Analyze call drivers and trends; communicate with leadership and teams.
Develop real-time action plans with Force Desk for unexpected surges.
Log exceptions and communicate shrinkage outside forecast.