Workforce Forecasting & Analytics Coordinator

Cloudstaff Philippines Inc.; Angeles; On-site; PHP 446,000 - 781,000; Full time

Benefits offered by this job

Leave and Holidays

13th month

Mid year and end of year celebration

Social club

HMO

Health and wellness

Weekly office perks

Rewards - CS Dream points

Job summary

Cloudstaff Philippines Inc. is seeking a Workforce Coordinator to manage forecast accuracy, skill matrices, and scheduling across voice, chat, and email channels.

You will monitor call volumes, analyze trends, and collaborate with the Senior Workforce Management Analyst to continuously improve forecasting and efficiency in a fast-paced contact center. This role requires strong Excel and data-analysis skills, experience with WFM tools (IEX preferred), and the ability to communicate insights

Qualifications

• 2+ years of call center experience with enterprise processes.
• Proven experience in Workforce Management, forecasting, or capacity planning.
• Hands-on experience with WFM tools (IEX preferred).
• Strong analytical skills to interpret trends and performance data.
• Proficiency in Microsoft Excel and Power BI.

Responsibilities

• Maintain and manage forecasts for accuracy and timeliness.
• Analyze forecasted volumes vs actual performance and propose improvements.
• Review forecast accuracy and identify long-term improvement opportunities.
• Ensure accurate configuration and maintenance of forecasts in IEX.
• Identify call volume trends and raise findings to leadership.
• Process and evaluate skill change requests aligning with goals.
• Maintain accuracy of skill and competency matrices.
• Communicate insights with leadership and collaborate with teams.
• Conduct regular audits of matrices for accuracy and compliance.
• Perform additional duties as assigned.

Skills

Call center experience

Workforce Management

Forecasting

Excel

Power BI

Communication

Teamwork

Tools

IEX

Excel

Power BI

Job description

Cloudstaff Philippines Inc. is seeking a Workforce Coordinator to manage forecast accuracy, skill matrices, and scheduling across voice, chat, and email channels.

You will monitor call volumes, analyze trends, and collaborate with the Senior Workforce Management Analyst to continuously improve forecasting and efficiency in a fast-paced contact center. This role requires strong Excel and data-analysis skills, experience with WFM tools (IEX preferred), and the ability to communicate insights