Strategic Workforce & Scheduling Analyst II

iQor Philippines; Dasmariñas; On-site; PHP 300,000 - 540,000; Full time

Job summary

iQor Philippines is seeking an experienced Workforce Management Analyst to develop schedules that meet contact center demand. You will work with Forecasting and RTA teams to convert forecasts into staffing plans and provide recommendations to optimize resources.

The role requires collaboration with Operations to adjust staffing in response to client needs and call volume trends, ensuring cost-efficient staffing while maintaining service levels.

Qualifications

• Experience in workforce management including RTA, forecasting, staffing, and scheduling.
• At least 1 year of call/contact center experience.
• Proficient with Excel and strong analytical skills.
• Ability to maintain confidentiality.

Responsibilities

• Plan and develop schedules to meet staffing requirements and commitments.
• Recommend new hires and approve PTO/VL balancing staffing needs.
• Monitor non-productive time and plan off-phone activities.
• Analyze staffing statistics and identify adjustment opportunities.
• Implement changes as needed to optimize staffing and costs.
• Coordinate overtime or off-phone activities based on current staffing vs. requirements.
• Project staffing needs based on forecast, turnover, and shrinkage.
• Prepare and communicate schedules based on forecast and allocations.
• Own and maintain staffing policies and procedures.

Skills

Workforce management

Forecasting

Staffing

Scheduling

Call center experience

Excel

Analytical skills

Communication

Confidential information handling

ACD systems knowledge

WFM tools (Teleopti, IEX, eWFM)

Education

Bachelor's degree

Tools

Avaya

Teleopti

IEX

eWFM

Job description

iQor Philippines is seeking an experienced Workforce Management Analyst to develop schedules that meet contact center demand. You will work with Forecasting and RTA teams to convert forecasts into staffing plans and provide recommendations to optimize resources.

The role requires collaboration with Operations to adjust staffing in response to client needs and call volume trends, ensuring cost-efficient staffing while maintaining service levels.