Workforce Management Analyst II

iQor; Mabalacat; On-site; PHP 400,000 - 600,000; Full time

Job summary

A leading company is looking for a Workforce Management Analyst based in Pampanga, Philippines. The role focuses on scheduling and staffing analysis, requiring prior experience in call centers and strong analytical skills. The ideal candidate will support operational needs by ensuring optimal staffing and managing schedules effectively.

Qualifications

• Prior experience minimum 1 year in a contact center.
• Degree in Business Administration or related field preferred.
• Strong communication and Excel skills required.

Responsibilities

• Plan and develop schedules for staffing requirements.
• Monitor non-productive time and ensure planning of off-phone activities.
• Perform analysis of staffing statistics and recommend adjustments.

Skills

Workforce management experience

Effective communication

Analytical skills

Mathematical skills

Excel proficiency

Ability to multi-task

Confidentiality

Education

Bachelor's Degree in Business Administration

Trade/Vocational School certificate

Tools

Avaya

Teleopti

IEX

eWFM

Job description

Location: Clark 05, Pampanga, Philippines

Posted Date: 05/29/2025

We’re excited you’ve considered to Be More with iQor. From Customer Interactions to Product Support, we’ll help you reach, stretch and realize your potential. Grow More with your own customized career path. Learn More with award-winning training. Earn More with industry-leading compensation. And Care More in a culture that treats you like family and gives back to your community. A world of opportunity is waiting. Let’s get started!

Job Summary

This position is responsible for providing accurate schedules based on call volume patterns and trends, attrition rates and contact center productivities. The analyst should be able to make decisions on behalf of the Operations to adjust staffing due to unexpected changes in the call volume or additional requirement from the client. They should be able to provide methods to maximize staffing resources to help reduce operating cost. They will closely work with the Forecasting team which would provide them call forecast, short term and long term, which they will use to provide schedule analysis and staffing recommendations. Also, they will work with the RTA team to make sure historical reports and statistics are accurate.

Responsibilities

• Plan and develop schedules that would ensure staffing requirement and commitments are fulfilled. Maintain staffing roster (OPS Master list).
• Recommend new hires classes based on staffing numbers versus the requirement. Determine the capacity to approve PTO/VL request to balance personnel needs and staffing requirement.
• Monitor non productive time off (Sick Leave, Vacation Leave and Tardiness) and ensures off-the-phone activities are planned.
• Performs analysis of current staffing statistics (Efficiency, SLA, Abandon) and determine staffing adjustment opportunities.
• Recommend and implement changes as needed.
• Coordinates to Operations the need for overtime or off-phone activities based on the current staffing versus the requirement.
• Calculate/Project staffing need based on client requirement/forecast, turnover trend and shrinkage.
• Prepare and communicate schedules based on forecast and allocations.
• Own and maintain all staffing and scheduling policies and procedures.
  
  

Skills Requirements

• Prior workforce management experience including RTA, forecasting, staffing, and scheduling, desired.
• Prior call / contact center experience, 1 year minimum required.
• Strong and effective oral / written communication skills (communication will be with various levels within iQor and client organizational structures).
• Excellent presentation skills.
• High level of proficiency with Excel.
• Strong mathematical skills. Strong analytical skills.
• Ability to multi-task.
• Ability to prioritize deliverables.
• Ability to maintain confidential information.
• Working knowledge of Avaya or other ACD system.
• Working knowledge of any WFM tool including Teleopti, IEX, eWFM, etc.
  
  

Education Requirements

Bachelor's Degree, First Degree, Trade/Vocational School certificate or Equivalent preferred. Degree in Business Administration or related field preferred.

Physical Requirements

Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Type and/or sit for extended periods of time. Consistent attendance is an essential function of the job.

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