Workforce Analytics & Forecasting Lead

Qualfon; Cebu City; On-site; PHP 350,000 - 550,000; Full time

Job summary

Qualfon in Cebu City seeks a Workforce Management Analyst to forecast workloads, plan staffing levels, and schedule resources for the Cebu City contact center. You will monitor performance to meet targets and develop dashboards and analytics on key metrics to drive improvements.

You will collaborate with Operations, Training, Recruiting and business leaders to optimize utilization and service levels across the organization.

Qualifications

• Experience in workforce management or forecasting.
• Proven ability to develop and maintain dashboards and analytics.
• Strong analytical skills and data-driven decision making.

Responsibilities

• Forecast workloads and plan staffing for the Cebu City contact center.
• Schedule resources to meet service level targets.
• Monitor performance and implement improvements.
• Collaborate with Operations, Training, Recruiting and leaders.

Skills

Forecasting workload

Staffing planning

Scheduling resources

Performance monitoring

Data analysis

Tools

Excel

Power BI

Job description

Qualfon in Cebu City seeks a Workforce Management Analyst to forecast workloads, plan staffing levels, and schedule resources for the Cebu City contact center. You will monitor performance to meet targets and develop dashboards and analytics on key metrics to drive improvements.

You will collaborate with Operations, Training, Recruiting and business leaders to optimize utilization and service levels across the organization.