WFM Analyst: Forecast & Scheduling Strategist

Premier BPO Inc.; Quezon City; On-site; PHP 300,000 - 520,000; Full time

Job summary

Premier BPO Inc. is seeking a WFM Analyst to forecast contact centre volumes, trends, and AHT to determine workload demands. The role focuses on efficient staffing, scheduling, and queue management to optimize resource utilization.

You will generate short- and long-range forecasts, monitor interval performance, and propose corrective actions to maintain service levels across multiple campaigns and sites. Experience in call centers is required.

Qualifications

• 1+ year of experience in the call center industry.
• 1+ year of experience specifically in Workforce Management.
• Candidates with Real-Time Analyst (RTA) experience may be considered if they have 1+ year of WFM experience.

Responsibilities

• Forecast short- to long-range workloads and headcount needs.
• Forecast AHT trends, shrinkage, occupancy, and staffing requirements.
• Evaluate interval performance and reallocate staffing as needed.
• Track forecasted vs. actual volume by LOB, campaign, and site.
• Identify root causes of poor service levels and propose corrective actions.
• Monitor attendance and tardiness; adjust schedules accordingly.
• Plan capacity across programs and LOBs.
• Generate schedules meeting service levels while minimizing overtime.
• Maintain headcount rosters and related credentials.
• Collaborate with departments and create staffing scenarios.

Skills

Forecasting

Staffing optimization

Data analysis

Job description

Premier BPO Inc. is seeking a WFM Analyst to forecast contact centre volumes, trends, and AHT to determine workload demands. The role focuses on efficient staffing, scheduling, and queue management to optimize resource utilization.

You will generate short- and long-range forecasts, monitor interval performance, and propose corrective actions to maintain service levels across multiple campaigns and sites. Experience in call centers is required.