Senior WFM/RTA Analyst — Forecasting & Scheduling

INFOSYS BPM LIMITED Philippine Branch

Taguig

Hybrid

PHP 670,000 - 1,004,000

Full time

3 days ago

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Benefits offered by this job

HMO for Employee and 2 Dependents (On

Quarterly performance bonus

Outstanding career development opportu

15% Night Differential

24 Leaves Annually

Job summary

INFOSYS BPM LIMITED Philippine Branch in Taguig is seeking a Senior Associate Workforce / Realtime Analyst (WFM/RTA) to join the BGC team. You will develop forecast and staffing models, support capacity planning, and deliver data-driven recommendations to optimize workforce performance.

The role requires a Bachelor's degree, 3 years in WFM, and hands-on experience with scheduling, forecasting, and reporting; proficiency in Excel is essential. Onsite position with shifting schedules; ASAP start.

Qualifications

Bachelor's degree graduate, any field.
3 years of WFM experience, preferably in BPO/Shared Services.
Exposure to Scheduling, Capacity planning, Forecasting and Reporting.
Knowledge with WFM Scheduling tools is a plus.
Strong Excel and MS Office skills.
High level of organization, attention to detail, and ability to handle multiple tasks.
Strong communication, ethics, and willingness to work onsite in BGC TAGUIG.

Responsibilities

Create forecast and staffing models to staff business partner teams.
Provide analytical support for initiatives, market conditions, and staffing decisions.
Build relationships with partners and communicate trends with data-driven recommendations.
Identify initiatives affecting volumes or staffing and evaluate drivers of business activities.
Generate volume forecasts for inbound contact center/processing departments and update models using standard and advanced methods.
Assess staffing drivers versus plan and advise on necessary actions.