WFM Analyst: Forecasting, Scheduling & Insights

Qualfon; Cebu City; On-site; PHP 614,000 - 949,000; Full time

Job summary

Qualfon in Cebu City is seeking a Workforce Management (WFM) Analyst to forecast workload, plan staffing, schedule resources, and monitor performance to meet targets.

You will partner with Operations, Training, Recruiting, and business leaders to optimize workforce utilization, service levels, and customer experience, while driving continuous improvement through data-driven insights and proactive scenario planning.

Qualifications

• Bachelor's degree in a related field.
• 3+ years WFM experience in contact center/BPO.
• Strong forecasting, capacity planning, scheduling, and real-time management skills.
• Advanced Excel skills and data modeling.

Responsibilities

• Forecast workload and create short-, mid-, and long-term forecasts.
• Develop capacity plans and staffing recommendations.
• Design optimized schedules and monitor intraday staffing.
• Track performance metrics and recommend improvements.
• Develop dashboards and reports for stakeholders.
• Collaborate with Operations and Leaders to drive decisions.

Skills

3+ years WFM experience

Advanced Excel

Forecasting

Capacity Planning

Education

Bachelor's degree

Tools

Verint

NICE IEX

Aspect

Genesys

Calabrio

Alvaria

Job description

Qualfon in Cebu City is seeking a Workforce Management (WFM) Analyst to forecast workload, plan staffing, schedule resources, and monitor performance to meet targets.

You will partner with Operations, Training, Recruiting, and business leaders to optimize workforce utilization, service levels, and customer experience, while driving continuous improvement through data-driven insights and proactive scenario planning.