WFM Analyst II: Forecasting, Scheduling & Insights

Hammerjack Pty Ltd; Philippines; On-site; PHP 420,000 - 660,000; Full time

Job summary

Qualfon is seeking a Workforce Management Analyst to forecast workload, plan staffing, and monitor performance from its Cebu site. The role collaborates with Operations, Training, Recruiting, and Leaders to optimize service levels and customer experience while improving efficiency.

The candidate will build short- to long-term forecasts, design schedules, monitor intraday shifts, and create dashboards tracking key metrics such as occupancy, SLA, ASA, and adherence.

Qualifications

• Bachelor's degree or equivalentin related field.
• 3+ years of WFM experience in Contact Center/BPO.
• Strong hands-on experience in Forecasting, Capacity Planning, Scheduling and Real-Time Management.
• Advanced Excel skills; experience with WFM platforms listed (Verint, NICE IEX, Aspect, Genesys, Calabrio, Alvaria).
• Preferred: Power BI, Tableau, SQL; Erlang methods knowledge.

Responsibilities

• Forecast workload, plan staffing, schedule resources and monitor performance.
• Create capacity plans and hiring recommendations.
• Conduct scenario modeling and what-if analyses.
• Design and optimize intraday schedules; manage intraday adjustments and adherence.
• Develop dashboards and reports; monitor forecast accuracy, service levels, ASA, AFRT, occupancy, shrinkage, and productivity.
• Partner with leaders to present workforce insights and influence decisions.

Skills

Forecasting

Capacity planning

Scheduling

Real-time management

Advanced Excel

WFM platforms

Education

Bachelor's degree

Tools

Verint

NICE IEX

Aspect

Genesys

Calabrio

Alvaria

Job description

Qualfon is seeking a Workforce Management Analyst to forecast workload, plan staffing, and monitor performance from its Cebu site. The role collaborates with Operations, Training, Recruiting, and Leaders to optimize service levels and customer experience while improving efficiency.

The candidate will build short- to long-term forecasts, design schedules, monitor intraday shifts, and create dashboards tracking key metrics such as occupancy, SLA, ASA, and adherence.