Workforce Management Analyst II (Onsite - Cebu)

Hammerjack Pty Ltd; Philippines; On-site; PHP 420,000 - 660,000; Full time

Job summary

Qualfon is seeking a Workforce Management Analyst to forecast workload, plan staffing, and monitor performance from its Cebu site. The role collaborates with Operations, Training, Recruiting, and Leaders to optimize service levels and customer experience while improving efficiency.

The candidate will build short- to long-term forecasts, design schedules, monitor intraday shifts, and create dashboards tracking key metrics such as occupancy, SLA, ASA, and adherence.

Qualifications

• Bachelor's degree or equivalentin related field.
• 3+ years of WFM experience in Contact Center/BPO.
• Strong hands-on experience in Forecasting, Capacity Planning, Scheduling and Real-Time Management.
• Advanced Excel skills; experience with WFM platforms listed (Verint, NICE IEX, Aspect, Genesys, Calabrio, Alvaria).
• Preferred: Power BI, Tableau, SQL; Erlang methods knowledge.

Responsibilities

• Forecast workload, plan staffing, schedule resources and monitor performance.
• Create capacity plans and hiring recommendations.
• Conduct scenario modeling and what-if analyses.
• Design and optimize intraday schedules; manage intraday adjustments and adherence.
• Develop dashboards and reports; monitor forecast accuracy, service levels, ASA, AFRT, occupancy, shrinkage, and productivity.
• Partner with leaders to present workforce insights and influence decisions.

Skills

Forecasting

Capacity planning

Scheduling

Real-time management

Advanced Excel

WFM platforms

Education

Bachelor's degree

Tools

Verint

NICE IEX

Aspect

Genesys

Calabrio

Alvaria

Job description

Work arrangement: Onsite

Work schedule: PH night shift

Work location: Cebu

Overview

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.
• Monitor schedule adherence.

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.

Continuous Improvement

• Identify process improvements and automation opportunities.

Qualifications & Core Requirements

Required Qualifications

• 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.

Key Competencies

• 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.

Success Measures (KPIs)

• Forecast Accuracy
• Service Level Achievement
• Staffing Plan Accuracy
• Schedule Efficiency
• Shrinkage Management
• Adherence Performance
• Occupancy Targets
• Stakeholder Satisfaction
• Operational Cost Optimization

About the company

At Qualfon, we are focused on delivering engaging interactions and positive experiences that leave a lasting impression. When you work here, you have the power to make each person's life better. Our Qualfon Mission is to help as many people as possible pursue their total vocation - as individuals and as members of society - by creating an ever-growing number of job opportunities as we strive to become the partner of choice for our clients.