Strategic Workforce Planner & Real-Time Optimizer

Hammerjack Pty Ltd

Philippines

On-site

PHP 480,000 - 720,000

Full time

6 days ago

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Job summary

Hammerjack Pty Ltd is seeking a Workforce Management Analyst to forecast workload, plan staffing, schedule resources, and monitor performance to meet operational goals. The role collaborates with Operations, Training, Recruiting and Business Leaders to optimize workforce utilization, service levels, and customer experience, using data-driven insights to drive continuous improvement.

The position requires strong analytics, advanced Excel skills, and experience with leading WFM platforms.

Qualifications

Bachelor's degree in a related field.
3+ years of WFM experience in a Contact Center / BPO environment.
Strong hands-on experience in Forecasting, Capacity Planning, Scheduling, and Real-Time Management.
Advanced Excel skills.
Experience with WFM platforms such as Verint, NICE IEX, Aspect, Genesys, Calabrio, or Alvaria.

Responsibilities

Forecast workload and create short-, mid-, and long-term workload forecasts.
Perform staffing calculations based on forecasts, AHT, service level targets, shrinkage, and occupancy goals.
Create capacity plans and hiring recommendations.
Conduct scenario modeling and what-if analyses.
Design and optimize schedules and manage intraday staffing adjustments.
Monitor schedule adherence.
Monitor performance against key metrics and analyze trends.
Develop dashboards and reports; analyze forecast accuracy and service levels.
Present workforce insights to stakeholders and influence decisions.
Identify process improvements and automation opportunities.