Workforce Analyst I Remote

Qualfon; Metro Manila; Remote; PHP 420,000 - 780,000; Full time

Job summary

Qualfon in the Philippines is seeking a Workforce Management (WFM) Analyst to forecast workload, plan staffing, schedule resources, and monitor performance to meet operational goals.

You will partner with Operations, Training, Recruiting, and Business Leaders to optimize workforce utilization, service levels, and customer experience, designing capacity plans, what-if analyses, and real-time adjustments while delivering data-driven insights through dashboards and reports.

Qualifications

• Bachelor's degree in a related field.
• 3+ years of WFM experience in a Contact Center / BPO environment.
• Advanced Excel skills.
• Experience with WFM platforms such as Verint, NICE IEX, Aspect, Genesys, Calabrio or Alvaria.
• Strong forecasting, capacity planning, scheduling and real-time management.
• Experience with Power BI, Tableau, SQL or similar analytics tools.
• Knowledge of Erlang calculations and workforce planning methodologies.

Responsibilities

• Forecasting, capacity planning, and staffing requirements based on forecasts and service targets.
• Design and optimize schedules; manage intraday staffing adjustments.
• Monitor real-time performance and address staffing gaps and risks.
• Develop dashboards and reports; analyze forecast accuracy and operational metrics.
• Present workforce insights to leadership and influence data-driven decisions.
• Identify process improvements and automation opportunities.

Skills

Forecasting

Capacity Planning

Scheduling

Real-Time Management

Analytical Thinking

Data Visualization

Stakeholder Management

Dashboard Reporting

Communication

Adaptability

Education

Bachelor's degree in a related field

Tools

Verint

NICE IEX

Aspect

Genesys

Calabrio

Alvaria

Power BI

Tableau

SQL

Job description

Job Description:

The Workforce Management (WFM) Analyst is responsible for forecasting workload, planning staffing requirements, scheduling resources, and monitoring performance to ensure operational goals are achieved. The role partners closely with Operations, Training, Recruiting, and Business Leaders to optimize workforce utilization, service levels, customer experience, and operational efficiency.

Responsibilities

Forecasting & Capacity Planning

• Develop short-term, mid-term, and long-term workload forecasts.
• Perform staffing requirement calculations based on forecasts, Average Handle Time (AHT), service level targets, shrinkage assumptions, and occupancy goals.
• Create capacity plans and hiring recommendations.
• Conduct scenario modeling and what‑if analyses.

Scheduling & Resource Planning

• Design and optimize schedules.
• Manage intraday staffing adjustments.

Real-Time Management

• Monitor operational performance against key metrics.
• Analyze trends and recommend corrective actions.
• Partner with Operations to address staffing gaps and risks.

Reporting & Analytics

• Develop dashboards and reports.
• Analyze forecast accuracy, service level, Average Speed of Answer (ASA), Average First Response Time (AFRT), occupancy, shrinkage, adherence, and productivity metrics.

Stakeholder Management

• Partner with leaders and present workforce insights.
• Influence decisions through data‑driven recommendations.
• Identify process improvements and automation opportunities.

Required Qualifications

Qualifications & Core Requirements

• Bachelor's degree in a related field.
• 3+ years of WFM experience in a Contact Center / BPO environment.
• Strong hands‑on experience in Forecasting, Capacity Planning, Scheduling, and Real‑Time Management.
• Advanced Excel skills.
• Experience with WFM platforms such as Verint, NICE IEX, Aspect, Genesys, Calabrio, or Alvaria.

Preferred Qualifications

• Experience supporting large‑scale customer service, telecommunications, or technical support programs.
• Experience with Power BI, Tableau, SQL, or similar analytics tools.
• Knowledge of Erlang calculations and workforce planning methodologies.

Analytical Thinking

• Strong forecasting and statistical analysis capabilities.

Business Acumen & Reporting

• Ability to turn complex metrics into clear dashboards and actionable operational insights.

Communication & Stakeholder Management

• Skill in presenting workforce insights and influencing business leaders through data.

Adaptability & Decision-Making

• High proficiency in making sound decisions under pressure and managing continuous improvement initiatives.