WFM Analyst: Forecasting, Scheduling & Insights

Fgcplus; Davao del Sur; Remote; PHP 480,000 - 720,000; Full time

Benefits offered by this job

Day 1 HMO

13th month pay

Onsite medical support

25 days annual paid leave

Incentives and generous allowances

Employee engagement events

Employee referral program

Skills, training for development

Job summary

FGC+ in the Philippines is hiring a Workforce Management Analyst to safeguard SLA and ASA by owning forecasting, scheduling, and intraday management. You will partner with Operations, QA, and Training to align staffing with demand.

The role requires 2–4+ years of WFM experience, strong Excel, and BI skills (Power BI/Tableau). You will develop dashboards, analyze KPIs, and propose data‑driven staffing actions in a fast‑paced, remote work environment.

Qualifications

• 2–4+ years of experience in Workforce Management (forecasting, scheduling, intraday).
• Solid knowledge of WFM mathematics and Erlang C.
• Advanced Excel skills and experience with BI tools (Power BI/Tableau).

Responsibilities

• Forecast short‑term and long‑term demand by channel and queue.
• Translate demand into staffing requirements using WFM methodologies.
• Create optimized schedules balancing service levels and cost.
• Monitor real‑time performance and execute recovery plans to protect SLA/ASA.
• Develop dashboards and provide actionable insights on staffing.

Skills

Forecasting

Capacity planning

WFM systems

Excel

Power BI

Tableau

Erlang C

Analytical skills

Communication

Multitasking

Tools

NICE

InContact

Time Doctor

Job description

FGC+ in the Philippines is hiring a Workforce Management Analyst to safeguard SLA and ASA by owning forecasting, scheduling, and intraday management. You will partner with Operations, QA, and Training to align staffing with demand.

The role requires 2–4+ years of WFM experience, strong Excel, and BI skills (Power BI/Tableau). You will develop dashboards, analyze KPIs, and propose data‑driven staffing actions in a fast‑paced, remote work environment.