WFM Scheduling Analyst I — Forecast & Optimize Staffing

Teleperformance; Philippines; On-site; PHP 446,000 - 759,000; Full time

Benefits offered by this job

Competitive pay

Health benefits

Career development

Flexible work arrangements

Engaging work environment

Job summary

Teleperformance Aura in the Philippines is seeking a skilled WFM Scheduling Analyst to optimize staffing in our fast-paced call center. You will develop schedules, forecast volumes, and provide data-driven insights to improve service levels.

The role emphasizes collaboration with team leads, real-time schedule adjustments, and mentoring junior analysts, with a focus on accuracy, efficiency, and scalable workforce planning.

Qualifications

• 2+ years in workforce management or scheduling in a call center or service environment.
• Strong data analysis and trend identification abilities.
• Experience with WFM tools (Verint/Calabrio) is preferred.

Responsibilities

• Develop and maintain staffing schedules to meet service demand.
• Forecast call volumes and plan capacity.
• Collaborate with team leaders to align schedules with business needs.
• Monitor real-time call volume and adjust schedules accordingly.
• Identify scheduling inefficiencies and recommend improvements.
• Provide reporting and data analysis to support decisions.
• Mentor junior scheduling analysts.

Skills

Analytical skills

Forecasting

Scheduling experience

Data interpretation

Communication skills

Education

Bachelor's degree in a relevant field

Tools

Verint

Calabrio

Job description

Teleperformance Aura in the Philippines is seeking a skilled WFM Scheduling Analyst to optimize staffing in our fast-paced call center. You will develop schedules, forecast volumes, and provide data-driven insights to improve service levels.

The role emphasizes collaboration with team leads, real-time schedule adjustments, and mentoring junior analysts, with a focus on accuracy, efficiency, and scalable workforce planning.