Workforce Planning & Analytics Analyst

iQor; Mabalacat; On-site; PHP 360,000 - 540,000; Full time

Job summary

iQor Philippines is seeking a Workforce Planning Analyst to develop schedules based on call volume patterns, turnover, and client requirements. You will collaborate with Forecasting and RTA teams to ensure accurate staffing and cost-effective staffing decisions.

The role requires experience in WFM, Avaya or similar ACD systems, and familiarity with Teleopti, IEX or eWFM. Strong analytical and Excel skills are essential to drive staffing recommendations and maintain schedule compliance.

Qualifications

• Bachelor's degree in business or related field.
• 1 year minimum call/contact center experience.
• Proficient in Excel and analytics.
• Strong communication skills.

Responsibilities

• Plan and develop schedules to meet staffing requirements and commitments.
• Recommend new hires and approve PTO/VL balancing staffing needs.
• Monitor sick leave, vacations, tardiness, and plan off-phone activities.
• Analyze staffing statistics (Efficiency, SLA, Abandon) and identify adjustments.
• Recommend and implement changes as needed.
• Coordinate overtime or off-phone activities based on current staffing.
• Calculate staffing needs based on forecast, turnover, and shrinkage.
• Prepare and communicate schedules based on forecast and allocations.
• Maintain all staffing and scheduling policies and procedures.

Skills

Workforce management

Forecasting

Scheduling

Excel proficiency

Analytical skills

Communication skills

Multi-tasking

Confidential information handling

ACD systems knowledge

Education

Bachelor's degree in Business Administration or related field

Tools

Avaya

ACD systems knowledge

Teleopti

IEX

eWFM

Job description

iQor Philippines is seeking a Workforce Planning Analyst to develop schedules based on call volume patterns, turnover, and client requirements. You will collaborate with Forecasting and RTA teams to ensure accurate staffing and cost-effective staffing decisions.

The role requires experience in WFM, Avaya or similar ACD systems, and familiarity with Teleopti, IEX or eWFM. Strong analytical and Excel skills are essential to drive staffing recommendations and maintain schedule compliance.