Strategic WFM Analyst: Forecasting & Scheduling

Qualfon Philippines, Inc.; Cebu City; On-site; PHP 500,000 - 800,000; Full time

Job summary

Qualfon Philippines, Inc. is seeking a Workforce Management Analyst to forecast workload, plan staffing, schedule resources, and monitor performance to meet goals.

You will partner with Operations, Training, Recruiting, and Business Leaders to optimize service levels, customer experience, and efficiency.

The role emphasizes analytics, dashboards, scenario modeling, and continuous improvement across forecasting, capacity planning, scheduling, and real-time management.

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

• Forecasting workload and capacity planning to meet service levels.
• Designing schedules and managing intraday adjustments.
• Monitoring performance and addressing staffing gaps.
• Developing dashboards and reports; analyzing metrics such as ASA, AFRT, occupancy, and adherence.
• Partnering with leaders to present workforce insights and drive data-driven decisions.
• Identifying process improvements and automation opportunities.

Skills

Analytical thinking

Forecasting

Capacity planning

Scheduling

Real-time management

Business acumen

Communication

Stakeholder management

Adaptability

Education

Bachelor's degree in a related field

Tools

Verint

NICE IEX

Aspect

Genesys

Calabrio

Alvaria

Power BI

Tableau

SQL

Job description

Qualfon Philippines, Inc. is seeking a Workforce Management Analyst to forecast workload, plan staffing, schedule resources, and monitor performance to meet goals.

You will partner with Operations, Training, Recruiting, and Business Leaders to optimize service levels, customer experience, and efficiency.

The role emphasizes analytics, dashboards, scenario modeling, and continuous improvement across forecasting, capacity planning, scheduling, and real-time management.