WFM Planner/ Forecaster (PHL)

Carelon Global Solutions Philippines, Inc.; Pasig; On-site; PHP 350,000 - 550,000; Full time

Job summary

Carelon Global Solutions Philippines, Inc. in Pasig (PHL) is seeking a WFM Planner/Forecaster to perform real-time analysis and scheduling for a 8:00 PM to 5:00 AM shift.

The role focuses on meeting service levels, monitoring call volume and ASA, and adjusting schedules to maximize utilization across a centralized contact center. Responsibilities include designing an efficient staffing system, PTO planning, and developing shift rules and templates.

Qualifications

• BA/BS in Business, Statistics or related field.
• 2 years of call center operations experience.
• 2 years of scheduling experience in a centralized call center preferred.

Responsibilities

• Perform real-time analysis to ensure service levels are met.
• Monitor call volume demand in real time and adjust workforce accordingly.
• Design and manage shift schedules, PTO planning, and PTO coverage.
• Develop scheduling rules and templates to meet projected call volumes.

Skills

Scheduling

Call center ops

WFM tools

Data analysis

Education

BA/BS in Business/Statistics or related

Tools

WFM software

Job description

## WFM Planner/ Forecaster (PHL)Apply: PHL-Pasig City-Glas Building, Opal Road,: Pasig - Ortigas: Full time: Posted Today: End Date: October 30, 2026 (30+ days left to apply): JR206211**Position Title:**WFM Planner/ Forecaster (PHL)**Shift:**8:00 PM to 5:00AM (Philippines)**Job Description:**Responsible for performing both real-time analysis and scheduling functions as determined by current business need. Primary duties may include, but are not limited to: Performs real-time analysis duties to ensure service levels are met. Monitors call volume demand in real time and flexes workforce accordingly. Ensures that the best possible call center service levels are achieved to maximize utilization. Monitors call volume and average speed of answer (ASA) in real time & adjusts schedules to ensure consistent service is maintained. Designs and manages an efficient staff scheduling system for short-term future needs which includes the development of shift requirements and paid time off (PTO) planning. Determines how to best distribute the staff to meet projected call volumes. Analyzes historical patterns to determine nature, variance, and seasonality of call arrival patterns. Utilizes shift schedule templates to determine shifts. Creates shift schedules in WFM system. Develops a set of priority rules that will govern how shifts are assigned. Establish a set of scheduling resources and monitoring systems to manage schedule administration, communication and to track performance. Requires a BA/BS degree in Business, Statistics or related field; 2 years call center operations experience; or any combination of education and experience, which would provide an equivalent background. 2 years of scheduling experience in a centralized call center environment preferred. Working knowledge using WFM management tools preferred.