Workforce Planning & Analytics Analyst

Qualfon; Cebu City; On-site; PHP 300,000 - 600,000; Full time

Job summary

Qualfon seeks a Workforce Management Analyst to forecast workloads, plan staffing, schedule resources for our Cebu City contact center. You will monitor performance to meet targets and develop dashboards and analytics on key metrics to drive improvements.

You will collaborate with Operations, Training, Recruiting and business leaders to optimize utilization and service levels across the organization.

Responsibilities

• Forecast workloads, plan staffing levels and schedule resources.
• Create capacity plans, scenario modeling, intraday adjustments and real-time management.
• Develop dashboards and analytics on key metrics to drive improvements across the contact center.

Job description

Qualfon seeks a Workforce Management Analyst to forecast workloads, plan staffing, schedule resources, and monitor performance to meet targets. The role collaborates with Operations, Training, Recruiting, and business leaders to optimize utilization and service levels.

Responsibilities include creating capacity plans, scenario modeling, intraday adjustments, and real-time management. You will develop dashboards and analytics on key metrics to drive improvements across the contact center.