Strategic Workforce Planner, Contact Center

Premier LLC; Philippines; On-site; PHP 334,800 - 558,000; Full time

Job summary

Premier LLC is seeking a WFM Analyst in the Philippines to understand and forecast contact center workloads. This role includes efficient staffing allocation and scheduling, ensuring optimal resource utilization. Responsibilities involve creating forecasts for workload and average handle time, managing capacity planning, and analyzing staffing needs with historical data. The ideal candidate will possess strong analytical skills and be able to communicate with various departments effectively.

Qualifications

• Experience in forecasting and analysis, with strong analytical skills.
• Ability to monitor performance metrics and adjust staffing accordingly.
• Knowledge of scheduling tools and capacity planning.

Responsibilities

• Create forecasts for workload, headcount requirements, and AHT trends.
• Generate schedules based on company work rules and shift types.
• Monitor attendance and adjust schedules for staffing needs.

Job description

Premier LLC is seeking a WFM Analyst in the Philippines to understand and forecast contact center workloads. This role includes efficient staffing allocation and scheduling, ensuring optimal resource utilization. Responsibilities involve creating forecasts for workload and average handle time, managing capacity planning, and analyzing staffing needs with historical data. The ideal candidate will possess strong analytical skills and be able to communicate with various departments effectively.