Workforce Management Analyst: Forecasting & Scheduling

Qualfon Philippines

Cebu City

In loco

PHP 480.000 - 700.000

Tempo pieno

3 giorni fa

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Descrizione del lavoro

Qualfon Philippines is seeking a Workforce Management Analyst to forecast workload, plan staffing, and optimize scheduling to meet service levels and customer experience goals. This role collaborates with Operations, Training, Recruiting, and business leaders to drive efficiency and performance across the contact center.

The ideal candidate will have 3+ years in WFM within a BPO, strong Excel skills, and hands-on experience with leading WFM platforms.

Competenze

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.

Mansioni

Forecast workload and plan staffing requirements.
Create capacity plans and hiring recommendations.
Design and optimize schedules; manage intraday adjustments.
Monitor performance against key metrics and address gaps.
Develop dashboards and reports to analyze forecast accuracy, service levels, ASA, AFRT, and occupancy.
Partner with leaders to present workforce insights and influence decisions.
Identify process improvements and automation opportunities.