Strategic Workforce Forecasting Analyst

iQor; Philippines; On-site; PHP 360,000 - 600,000; Full time

Job summary

iQor is seeking a Workforce Forecasting & Planning Analyst to drive forecast modeling, capacity planning, and performance analysis across inbound and outbound contact volumes. You will partner with leadership to ensure forecasts align with strategic goals and provide guidance on risk mitigation and operational planning.

Responsibilities include regular forecasting (monthly to hourly), explaining variances, supporting headcount decisions, and producing actionable reports to improve customer

Qualifications

• Bachelor's degree or equivalent preferred.
• Degree in Business Administration or related field preferred.

Responsibilities

• Forecasting of inbound/outbound call volumes and staffing requirements daily, weekly, and monthly.
• Support decisions with timely, accurate variable forecasts to improve customer experience and efficiency.
• Interpret data using tools and experience to enable dialogue and decisions.
• Lead projects to implement best practices across sites and improve processes.
• Act as team leader on projects and participate in new improvement initiatives.
• Explain forecast variance and recommend changes for accuracy.
• Analyze shrinkage and historical trends for forecasting purposes.
• Interface with call center leaders to adapt to changing business needs.
• Publish comprehensive forecast documents for headcount, budget, and capacity planning.
• Prepare hourly, daily, and monthly performance reports and recommendations.
• Communicate findings clearly to peers and leadership.
• Update workforce management and related data bases as changes occur.

Job description

iQor is seeking a Workforce Forecasting & Planning Analyst to drive forecast modeling, capacity planning, and performance analysis across inbound and outbound contact volumes. You will partner with leadership to ensure forecasts align with strategic goals and provide guidance on risk mitigation and operational planning.

Responsibilities include regular forecasting (monthly to hourly), explaining variances, supporting headcount decisions, and producing actionable reports to improve customer