WFM Planning Strategist — Forecasting & Scheduling

ResultsCX; Metro Manila; On-site; PHP 480,000 - 600,000; Full time

Job summary

ResultsCX is seeking a WFM Resource Planning Analyst to drive forecasts, capacity and schedule planning for our contact center operations. The role focuses on delivering accurate projections and proactive staffing strategies across programs to meet client expectations and service level targets.

The analyst will collaborate with Operations, HR and Account Management, providing data-driven insights and recommendations to optimize workforce performance in a fast-paced environment.

Qualifications

• 2+ years of contact center WFM experience.
• Proficient with word processing, spreadsheets, and databases.
• Experience with WFM tools: IEX, eWFM, CMS, Avaya, Geotel.

Responsibilities

• Maintain accurate forecasts, capacity plans, and schedule plans.
• Ensure forecasts and schedules are generated in a timely and precise fashion.
• Offer strategic recommendations to improve productivity while balancing service levels.
• Provide consultation to Operations on staffing and volumes using staffing models for forecasts.

Skills

WFM experience

Analytical skills

Communication skills

Tools

IEX

eWFM

CMS

Avaya

Geotel

Job description

ResultsCX is seeking a WFM Resource Planning Analyst to drive forecasts, capacity and schedule planning for our contact center operations. The role focuses on delivering accurate projections and proactive staffing strategies across programs to meet client expectations and service level targets.

The analyst will collaborate with Operations, HR and Account Management, providing data-driven insights and recommendations to optimize workforce performance in a fast-paced environment.