Workforce Planning & Analytics Analyst

Qualfon; Cebu City; On-site; PHP 350,000 - 650,000; Full time

Job summary

Qualfon in Cebu City seeks a Workforce Management Analyst to forecast workloads, plan staffing, and schedule resources. You will monitor performance and collaborate with Operations, Training, Recruiting, and business leaders to optimize utilization and service levels.

Responsibilities include capacity planning, scenario modeling, intraday adjustments, and real-time management, with dashboards and analytics on key metrics to drive improvements across the contact center.

Responsibilities

• Forecast workloads and plan staffing for the contact center.
• Create capacity plans and scenario models.
• Schedule resources and perform intraday adjustments.
• Monitor performance to meet service targets.
• Develop dashboards and analytics on key metrics.

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.