WFM Planner/ Forecaster (PHL)

Carelon Global Solutions Philippines Inc; Pasig; On-site; PHP 300,000 - 420,000; Full time

Benefits offered by this job

Health insurance

Rewards programs

Best-in-class amenities

Job summary

Carelon Global Solutions Philippines Inc. is hiring for a WFM Planner/Forecaster (PHL) to manage real-time analysis and scheduling in a night shift from 8:00 PM to 5:00 AM.

The role involves monitoring call volumes, adjusting staffing, and ensuring high service levels in a central call center environment. The successful candidate will have a BA/BS in Business or Statistics, at least 2 years in call center operations, and experience with WFM tools or scheduling systems.

Qualifications

• BA/BS in Business, Statistics or related field required or equivalent background.
• 2 years of call center operations experience is preferred or equivalent combo.
• 2 years of scheduling experience in centralized call center environment preferred.
• Working knowledge using WFM management tools preferred.

Responsibilities

• Performs real-time analysis to ensure service levels are met.
• Monitors call volume demand in real time and adjusts workforce accordingly.
• Ensures optimal service levels to maximize utilization.
• Monitors ASA and call volume in real time and adjusts schedules for consistency.
• Designs and manages efficient staff scheduling for short-term needs including PTO planning.
• Distributes staff to meet projected call volumes.
• Analyzes historical patterns for call arrival variance and seasonality.
• Creates shift schedules in the WFM system and uses templates for shifts.

Skills

WFM scheduling

Call center ops

Data analysis

Forecasting

Education

BA/BS in Business, Statistics or related field

Tools

WFM tools

Scheduling systems

Job description

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

• 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.

Care meets innovation

Our name translates to "providing full and complete care" and reinforces our commitment to putting people first in all that we do.

We specialize in contact center operations (call and chat) and clinical nurse operations for Elevance Health.

With four offices in prime locations across the Philippines - two in Manila and two in Iloilo,we boast a talent pool of more than 9,000 associates all working together to improve healthcare operations.

We use the right balance of care, technology, data, and expertise to streamline experiences and create value for our clients, people, and community.

Benefits

• competitive compensation and comprehensive benefits such as rewards and recognition programs, health and medical insurance, and best-in‑class amenities to keep associates and their families healthy and secure.

At Carelon Global Solutions Philippines, we care for those who provide care.

Join us today.

We celebrate and leverage our associates' limitless skills, talents, unique perspectives, and experiences.

By respecting our people's culture and background, we foster a collaborative and purpose‑driven workplace where everyone can grow and thrive in their careers.

If you are a recent senior high school or college graduate looking to get a head start in your career, we are the right team for you.

Our people‑first approach supports professional development by providing associates with the right tools and training that align with their aspirations.