Workforce Planning & Analytics Lead

Qualfon Philippines; Central Visayas; On-site; PHP 400,000 - 700,000; Full time

Job summary

Qualfon Philippines is seeking a Workforce Supervisor to lead a team of Real-Time Analysts, Workforce Analysts, Schedulers and Reporting Analysts within our contact center operations.

You will collaborate with the Workforce Manager on forecasting, capacity planning, reporting and continuous improvement initiatives, ensuring accurate headcount, adherence to schedules, and optimal service levels. A Bachelor's degree and 2–4 years in workforce are required.

Qualifications

• Completed a Bachelor's degree in Management or a computer-related course.
• Must know database management and spreadsheet software, as well as MS Office applications (MS Access, Excel, MS Project, PowerPoint).
• Must have 2 – 4 years of experience in the Workforce field.

Responsibilities

• Team Management: manage Real-Time Analysts, Workforce Analysts, Schedulers and Reporting Analysts.
• Strategic Planning: assist Workforce Manager in planning and achieving goals with strategies and solutions.
• Reports Management: create, present, and deliver workforce reports and templates.
• Forecasting: run headcount/FTE forecasts weekly, monthly, yearly; manage shrinkages; provide hiring requirements.
• Capacity Planning: ensure adequate seat capacity and recommendations to Site Directors.
• Meetings / Collaboration: attend client meetings and collaborate with Ops leaders.
• Learning & Development / Continuous Improvement: facilitate mentoring and explore tools to improve processes.

Skills

Database management

Spreadsheet software

MS Office applications

Education

Bachelor's degree in Management or computer-related course

Tools

MS Access

Excel

MS Project

PowerPoint

Job description

Qualfon Philippines is seeking a Workforce Supervisor to lead a team of Real-Time Analysts, Workforce Analysts, Schedulers and Reporting Analysts within our contact center operations.

You will collaborate with the Workforce Manager on forecasting, capacity planning, reporting and continuous improvement initiatives, ensuring accurate headcount, adherence to schedules, and optimal service levels. A Bachelor's degree and 2–4 years in workforce are required.