WFM Capacity & Access Admin Analyst – Onsite Davao

Full Potential BPO Inc.; Davao City; Presencial; PHP 420.000 - 660.000; Jornada completa

Descripción de la vacante

Full Potential Solutions seeks a WFM Admin Analyst to manage seat capacity, ID provisioning, and reporting for our Davao City operations. You will maintain capacity trackers, ensure security controls, and support cross‑functional teams across IT and Facilities.

The role emphasizes operational readiness, regular reporting, and strict adherence to SLAs. Ideal candidates have 1–3 years in capacity planning, strong Excel skills, and familiarity with WFM platforms; onsite night shifts are required.

Formación

• Associate or Bachelor’s degree in Business, Information Technology, Finance, or a related field preferred.
• 1–3 years of professional experience in Workforce Management, IT Resource Management, Logistics, or Capacity Planning; experience within a BPO or contact center environment is preferred.
• Advanced spreadsheet proficiency (Excel/Google Sheets) including VLOOKUP, INDEX/MATCH, Pivot Tables for capacity tracking.
• Hands-on familiarity with WFM platforms (Aspect, Verint, Teleopti) and system administration/ticketing workflows.
• Keen attention to detail, data integrity, RBAC, security protocols, and audit trails.
• Strong organizational and interpersonal skills; ability to coordinate across IT, Facilities, Operations.
• Amenable to work onsite in Davao City and in the night shift.

Responsabilidades

• Maintain and update the official master Seat Capacity Tracker across all production sites, programs, and facilities.
• Forecast future physical seating requirements based on ramp requests, headcount additions, and long-term volume projections.
• Collaborate with Facilities and IT to organize seat moves, additions, or decommissions.
• Conduct regular seat utilization audits and generate variance reports against planned allocations.
• Partner with capacity and planning analysts to ensure seat capacity is reserved ahead of training schedules.
• Serve as central gatekeeper for creation/modification/decommissioning of WFM client/system IDs with proper role mapping.
• Ensure ID compliance with client security protocols, internal controls, and audit guidelines.
• Lead regular user access reviews and certification cycles; process approved ID requests within SLAs (two business days).
• Prepare, analyze, and publish weekly/monthly operational reports on Seat Utilization and ID Management status.
• Monitor capacity thresholds and escalate if utilization >95% or <80%.
• Identify bottlenecks or resource gaps and propose data-backed mitigations; maintain auditable logs for all ID transactions and seat allocations.

Conocimientos

Attention to detail

Data integrity

Cross-functional coordination

Organizational skills

Educación

Associate or Bachelor’s degree in Business/IT/Finance or related field

Herramientas

Aspect

Verint

Teleopti

Ticketing systems

Descripción del empleo

Full Potential Solutions seeks a WFM Admin Analyst to manage seat capacity, ID provisioning, and reporting for our Davao City operations. You will maintain capacity trackers, ensure security controls, and support cross‑functional teams across IT and Facilities.

The role emphasizes operational readiness, regular reporting, and strict adherence to SLAs. Ideal candidates have 1–3 years in capacity planning, strong Excel skills, and familiarity with WFM platforms; onsite night shifts are required.