Strategic WFM Analyst - Forecasting & Scheduling

Rippling, Inc.; Davao City; Remote; PHP 446,000 - 781,000; Full time

Benefits offered by this job

Day 1 HMO

Incentives & allowances

13th month pay

Onsite medical support

Employee Engagement Events

Employee Referral Program

Training & development

Job summary

FGC+ is transforming US businesses through outsourcing, building remote teams, and delivering exceptional service. Our Workforce Management (WFM) Analyst protects SLA and ASA targets by owning forecasting, scheduling, and intraday management, aligning staffing with business demand.

You will forecast demand by channel, convert it into staffing, optimize schedules, monitor intraday performance, and deliver data-driven insights with Power BI or Tableau.

Qualifications

• 2–4+ years of experience in Workforce Management (forecasting, scheduling, intraday).
• Strong knowledge of WFM systems and ACD platforms (NICE, InContact, Time Doctor).
• Advanced proficiency in Microsoft Excel.
• Experience with BI tools such as Power BI or Tableau.
• Solid understanding of Erlang C and WFM mathematics.
• Excellent analytical and communication skills.

Responsibilities

• Forecast short- and long-term demand by channel and queue.
• Translate demand into staffing requirements using WFM methods.
• Develop optimized schedules balancing SLA and cost.
• Monitor real-time performance and adjust staffing as needed.
• Provide dashboards and KPI insights via BI tools.
• Collaborate with Operations, QA, and Training.

Skills

WFM forecasting

Scheduling

Intraday management

Excel

Data analysis

Communication

Collaboration

Tools

NICE InContact

Time Doctor

Power BI

Tableau

Excel

Job description

FGC+ is transforming US businesses through outsourcing, building remote teams, and delivering exceptional service. Our Workforce Management (WFM) Analyst protects SLA and ASA targets by owning forecasting, scheduling, and intraday management, aligning staffing with business demand.

You will forecast demand by channel, convert it into staffing, optimize schedules, monitor intraday performance, and deliver data-driven insights with Power BI or Tableau.