Workforce Planning & Analytics Analyst

Qualfon; Cebu City; On-site; PHP 400,000 - 700,000; Full time

Job summary

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.

Qualifications

• Bachelor's degree in a related field is required.
• 3+ years of WFM experience in a contact center/BPO.
• Strong forecasting, capacity planning, scheduling, and real-time management skills.
• Advanced Excel proficiency essential; experience with WFM platforms is preferred.

Responsibilities

• Forecast workload and develop short-, mid-, and long-term forecasts.
• Calculate staffing needs using AHT, SL targets, shrinkage, and occupancy.
• Design schedules and manage intraday staffing and adherence.
• Monitor performance with real-time metrics and take corrective actions.
• Develop dashboards and reports on forecast accuracy, service levels, and KPIs.
• Collaborate with leaders to present insights and drive improvements.

Skills

Forecasting

Capacity Planning

Scheduling

Real-Time Management

Advanced Excel

Education

Bachelor's degree in related field

Tools

Verint

NICE IEX

Aspect

Genesys

Calabrio

Alvaria

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.