WFM Analyst II: Forecasting & Scheduling Optimizer

Qualfon Philippines

Cebu City

On-site

PHP 400,000 - 700,000

Full time

14 days+

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Job summary

Qualfon Philippines is seeking a Workforce Management (WFM) Analyst to forecast workload, plan staffing, schedule resources, and monitor performance to meet service levels and customer experience goals.

You will partner with Operations, Training, Recruiting and Business Leaders to optimize workforce utilization, develop capacity plans, and provide data-driven recommendations through dashboards and regular reporting.

Qualifications

Bachelor's degree in a related field.
3+ years of WFM experience in a Contact Center / BPO environment.
Strong hands-on experience in Forecasting, Capacity Planning, Scheduling, and Real-Time Management.
Advanced Excel skills.
Experience with WFM platforms such as Verint, NICE IEX, Aspect, Genesys, Calabrio, or Alvaria.

Responsibilities

Forecast workload, plan staffing requirements, schedule resources and monitor performance to ensure service levels.
Develop short-, mid-, and long-term workload forecasts and capacity plans.
Design and optimize intraday schedules and monitor adherence.
Create dashboards and reports; analyze forecast accuracy, service levels, ASA, AFRT, occupancy, shrinkage and productivity.
Partner with leaders to present workforce insights and influence decisions.
Identify process improvements and automation opportunities.