WFM Capacity & Identity Analyst

Fpsinc; Davao City; On-site; PHP 360,000 - 600,000; Full time

Job summary

Full Potential Solutions (FPS) in multiple global locations is seeking a WFM Admin Analyst to steward seat capacity planning and ID integrity. You will ensure physical seating aligns with operations and maintain system IDs across client platforms, while upholding strict data security standards and timely resource allocation.

The ideal candidate has 1–3 years in capacity planning or IT resource management, strong Excel skills, and familiarity with WFM tools (Aspect, Verint, Teleopti).

Qualifications

• Associate or Bachelor's degree in Business, IT, Finance, or related field preferred.
• 1–3 years in Workforce Management, IT Resource Management, Logistics, or Capacity Planning.
• Experience within a BPO or contact center environment preferred.
• Strong analytical skills and attention to detail.
• Knowledge of RBAC, security protocols, and audit trails.
• Proficient with Excel/Google Sheets (VLOOKUP, INDEX/MATCH, Pivot Tables).
• Familiar with WFM platforms: Aspect, Verint, Teleopti.

Responsibilities

• Maintain master Seat Capacity Tracker across all production sites, programs and facilities.
• Forecast future physical seating requirements based on ramp requests, headcount, and long-term projections.
• Coordinate seat moves with Facilities and IT to organize, schedule, and execute changes.
• Conduct seat utilization audits and generate variance reports.
• Ensure seat capacity is reserved ahead of new hire training schedules.
• Serve as gatekeeper for creation/modification/decommissioning of WFM-related IDs with proper role mapping.
• Lead regular user access reviews and certification cycles across all applications.
• Process ID requests within SLAs, completing routine requests within two business days.
• Publish weekly and monthly reports on Seat Utilization and ID Management for leadership.
• Monitor capacity thresholds and escalate if utilization deviates from thresholds.
• Identify bottlenecks and recommend data-backed mitigation strategies.
• Maintain auditable logs for ID transactions and seat allocations.

Skills

Attention to detail

Organizational skills

Interpersonal skills

Cross-functional coordination

Night shift

Education

Associate or Bachelor's degree in Business, IT, Finance, or related field

Tools

Aspect

Verint

Teleopti

Job description

Full Potential Solutions (FPS) in multiple global locations is seeking a WFM Admin Analyst to steward seat capacity planning and ID integrity. You will ensure physical seating aligns with operations and maintain system IDs across client platforms, while upholding strict data security standards and timely resource allocation.

The ideal candidate has 1–3 years in capacity planning or IT resource management, strong Excel skills, and familiarity with WFM tools (Aspect, Verint, Teleopti).