WFM Forecasting & Scheduling Specialist

VXI Global Solutions; Philippines; On-site; PHP 420,000 - 780,000; Full time

Job summary

VXI Global Solutions in the Philippines is seeking a Workforce Management Planner to forecast, plan, and schedule staff to meet service levels while optimizing costs. You will analyze historical data, model workload, and develop staffing plans for daily, weekly, and monthly horizons.

Collaboration with Operations and Finance is essential to align objectives and drive performance. Key duties include monitoring forecast accuracy, producing WFM reports, and providing data-driven recommendations to

Qualifications

• Experience in workforce forecasting for contact centers or similar environments.
• Ability to model workload and staffing requirements.
• Proficient with WFM metrics and Excel analyses.

Responsibilities

• Forecasting historical volume, AHT, and shrinkage to create short- and long-term forecasts.
• Plan staffing levels and create FTE plans for daily, weekly, and monthly horizons.
• Monitor forecast accuracy and KPIs such as Service Level and Adherence.
• Prepare and distribute WFM reports daily, weekly, and monthly.
• Collaborate with Operations, HR, and Finance to align workforce plans.

Skills

Forecasting

Capacity planning

Performance analysis

Reporting

Collaboration

Data analysis

Tools

Verint

NICE

Aspect

Job description

VXI Global Solutions in the Philippines is seeking a Workforce Management Planner to forecast, plan, and schedule staff to meet service levels while optimizing costs. You will analyze historical data, model workload, and develop staffing plans for daily, weekly, and monthly horizons.

Collaboration with Operations and Finance is essential to align objectives and drive performance. Key duties include monitoring forecast accuracy, producing WFM reports, and providing data-driven recommendations to