Workforce Analyst

Premier BPO Inc.; Quezon City; On-site; PHP 400,000 - 600,000; Full time

Job summary

A leading company in the BPO sector is seeking a Workforce Management Analyst who will specialize in forecasting and staffing for their contact center. The successful candidate will analyze trends and metrics to ensure optimal resource utilization and service level attainment. If you have a background in workforce management with strong analytical skills, this role offers a great opportunity to contribute to an exciting and dynamic team environment.

Qualifications

• At least 1 year of experience in the call center industry.
• Minimum 6 months of experience in Workforce Management.
• Real-Time Analyst experience can substitute with 1+ year of WFM experience.

Responsibilities

• Create forecasts for workload and headcount requirements.
• Generate schedules to meet service levels while minimizing overtime.
• Conduct meetings to review staffing models and operational risks.

Skills

Forecasting

Scheduling

Data Analysis

Communication

Job description

Job Title: Workforce Management (WFM) Analyst

Summary:
The WFM Analyst is responsible for understanding and forecasting contact center transaction volumes, trends, and average handle times to determine workload demands. The role involves efficient staffing allocation and scheduling to ensure optimal queue management and resource utilization.

Essential Duties & Responsibilities:

Forecasting & Analysis:

• Create short-term to long-range forecasts for:

  • Workload

  • Headcount requirements

  • Average Handle Time (AHT) trends

  • Shrinkage inputs

  • Occupancy rates

• Routinely evaluate interval-level performance against targets to reassess workloads and realign staffing.

• Track and report forecasted vs. actual production volume trends by Line of Business (LOB), campaign, and site.

• Perform root cause analysis on poor service levels and recommend corrective actions.

• Monitor daily and interval attendance and tardiness; adjust schedules and generate reports accordingly.

• Manage capacity planning across multiple programs and LOBs.

Scheduling & Staffing:

• Generate schedules based on company work rules, selecting appropriate shift types to meet service levels.

• Maintain and clean headcount rosters and related credentials.

• Analyze historical data to project monthly variances.

• Ensure optimal agent placement to meet service levels with minimal overtime.

• Schedule development/training activities without impacting service levels.

• Coordinate staffing during large-scale initiatives across service areas.

• Proactively identify and plan for overtime and other staffing needs.

• Analyze leave requests and approve/deny based on staffing impact.

Collaboration & Reporting:

• Conduct regular and impromptu meetings with departments to review staffing models and risk mitigation.

• Create multiple staffing scenarios based on changing inputs and requirements.

• Design and enhance report templates to clearly present production trends and support management decisions.

Other:

• Additional tasks may be assigned by the Department Head or designated representatives.

Minimum Requirements & Competency Expectations:

• At least 1 year of experience in the call center industry.

• Minimum 6 months of experience specifically in Workforce Management.

• Applicants with Real-Time Analyst (RTA) experience may be considered if they have 1+ year of WFM experience.