WFM Planner & Real-Time 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

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.