Strategic WFM Analyst: Forecasting, Scheduling & Insights

FGC+; Davao City; On-site; PHP 301,000 - 357,000; Full time

Benefits offered by this job

Day 1 HMO

25 days annual paid leave

13th month pay

Onsite medical support

Employee Engagement Events

Employee Referral Program

Job summary

FGC+ is seeking a Workforce Management (WFM) Analyst to protect SLA and ASA targets by owning the full WFM lifecycle—forecasting, scheduling, and intraday management. You will drive demand planning, real-time performance visibility, and data-driven staffing recommendations to support operational excellence.

This role partners with Operations, QA, and Training to align staffing with business demand. You will build forecasts, convert them into optimized schedules, monitor intraday performance, and

Qualifications

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

Responsibilities

• Forecasting & Capacity Planning: Build short-term and long-term forecasts by channel and queue.
• Scheduling & Workforce Optimization: Convert forecasts into optimized schedules and manage occupancy.
• Performance Analysis & Reporting: Track KPIs, build dashboards, and deliver actionable insights.
• Cross-Functional Collaboration: Align staffing with operations, QA, and training.

Skills

Forecasting

Capacity planning

Scheduling

Intraday management

WFM systems

Excel

Power BI/Tableau

Erlang C

Analytics

Communication

Tools

NICE

InContact

Time Doctor

Power BI

Job description

FGC+ is seeking a Workforce Management (WFM) Analyst to protect SLA and ASA targets by owning the full WFM lifecycle—forecasting, scheduling, and intraday management. You will drive demand planning, real-time performance visibility, and data-driven staffing recommendations to support operational excellence.

This role partners with Operations, QA, and Training to align staffing with business demand. You will build forecasts, convert them into optimized schedules, monitor intraday performance, and