Senior WFM Analyst: Forecasting & Scheduling

Qualfon; Cebu City; On-site; PHP 480,000 - 720,000; Full time

Job summary

Qualfon is seeking a Workforce Management (WFM) Analyst in Cebu, Philippines to forecast workload, plan staffing, schedule resources, and monitor performance to meet objectives. You will partner with Operations, Training, Recruiting, and Business Leaders to optimize workforce utilization and service levels.

The role requires strong forecasting and planning skills, advanced Excel, and experience with WFM platforms such as Verint, NICE IEX, Aspect, Genesys, Calabrio, or Alvaria.

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.

Responsibilities

• Forecast workload and create short-, mid-, and long-term forecasts.
• Perform staffing calculations based on forecasts, AHT, service levels, shrinkage, and occupancy goals.
• Create capacity plans and hiring recommendations.
• Conduct scenario modeling and what-if analyses.
• Design and optimize intraday schedules and manage intraday adjustments.
• Monitor performance against key metrics and recommend corrective actions.
• Develop dashboards and reports tracking forecast accuracy, service levels, ASA, AFRT, and productivity.
• Present workforce insights to stakeholders and identify process improvements.

Skills

Forecasting

Capacity planning

Scheduling

Real-Time Management

Advanced Excel

Analytical thinking

Education

Bachelor's degree

Tools

Verint

NICE IEX

Aspect

Genesys

Calabrio

Alvaria

Job description

Qualfon is seeking a Workforce Management (WFM) Analyst in Cebu, Philippines to forecast workload, plan staffing, schedule resources, and monitor performance to meet objectives. You will partner with Operations, Training, Recruiting, and Business Leaders to optimize workforce utilization and service levels.

The role requires strong forecasting and planning skills, advanced Excel, and experience with WFM platforms such as Verint, NICE IEX, Aspect, Genesys, Calabrio, or Alvaria.