Strategic Workforce Forecasting & Planning Analyst

iQor

Morong

On-site

PHP 400,000 - 600,000

Full time

4 days ago

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Job summary

iQor is seeking a Workforce Forecasting & Planning Analyst to drive forecast modeling, capacity planning, and effective communication across the contact center to meet strategic goals. The role covers long-, short-, and intraday forecasting of inbound and outbound volumes, staffing needs, and shrinkage analysis, with guidance on performance impact and risk mitigation.

You will lead cross-site improvement projects, present forecasts to senior leadership, and support operational planning with

Qualifications

Minimum experience in workforce management including forecasting, staffing, and scheduling.
Experience in call/contact center environments.
Strong analytical and problem-solving skills.
Ability to present reports to senior management.
Flexible schedule to accommodate business needs.

Responsibilities

Forecast inbound/outbound volumes and staffing monthly, weekly, daily and hourly.
Support decisions with timely variable forecasts to improve customer experience and efficiency.
Interpret data to frame situations for dialogue and decision-making.
Lead projects to implement best practices across sites.
Communicate forecast variance and propose changes to improve accuracy.
Collaborate with leadership on headcount, budget, and capacity planning.
Prepare hourly, daily, and monthly performance reports.
Update data bases and respond to what-if requests.