Workforce Planner I: Forecasting, Scheduling & Analytics

Qualfon; Metro Manila; On-site; PHP 550,000 - 800,000; Full time

Job summary

Qualfon is seeking a Workforce Management Analyst to forecast workload, plan staffing, schedule resources, and monitor performance to meet operational goals. You will partner with Operations, Training, Recruiting, and Business Leaders to optimize utilization, service levels, and customer experience.

Responsibilities include forecasting, capacity planning, scheduler design, intraday adjustments, real-time performance tracking, and data-driven reporting.

Qualifications

• Bachelor's degree in a related field.
• 3+ years of WFM experience in a Contact Center / BPO environment.
• 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.

Responsibilities

• Forecast workload and create short-, mid-, and long-term forecasts.
• Calculate staffing requirements based on forecasts, AHT, SL targets, shrinkage, and occupancy.
• Develop capacity plans and hiring recommendations.
• Conduct scenario modeling and what-if analyses.
• Design and optimize schedules and manage intraday adjustments.
• Monitor performance and address staffing gaps with operations.
• Develop dashboards and reports; analyze key metrics like SLA, ASA, AFRT, occupancy, and productivity.
• Present workforce insights to leaders and drive data-driven decisions.
• Identify process improvements and automation opportunities.

Skills

Forecasting

Capacity planning

Scheduling

Real-time management

Advanced Excel

Verint

NICE IEX

Aspect

Genesys

Calabrio

Alvaria

Forecasting

Education

Bachelor's degree in a related field

Tools

Power BI

Tableau

SQL

Job description

Qualfon is seeking a Workforce Management Analyst to forecast workload, plan staffing, schedule resources, and monitor performance to meet operational goals. You will partner with Operations, Training, Recruiting, and Business Leaders to optimize utilization, service levels, and customer experience.

Responsibilities include forecasting, capacity planning, scheduler design, intraday adjustments, real-time performance tracking, and data-driven reporting.