Global Workforce Planning Analyst II

F5; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

F5 is seeking a Workforce Management Analyst II for Global Services. You will analyze data to forecast workloads, build schedules across regions, and monitor SLAs to ensure optimal staffing and service levels worldwide.

You will generate regular workforce reports and collaborate with Global Support to address capacity challenges, using tools like NICE and Verint to optimize performance.

Qualifications

• Bachelor's degree in business, analytics, operations management, or related field.
• 2+ years of workforce analytics, forecasting or scheduling experience.
• Strong knowledge of contact center metrics (AHT, ASA, shrinkage).
• Proactive, detail-oriented with excellent time management.

Responsibilities

• Analyze historical data to create short- and long-term workload forecasts.
• Build and manage staffing schedules across geographies and time zones.
• Monitor service levels, occupancy and adherence to SLAs.
• Generate reports on forecasts, scheduling and productivity for leadership.
• Collaborate with Global Support to address capacity challenges and communicate changes.

Skills

Analytical thinking

Advanced Excel

Cross-functional collaboration

Problem solving

Adaptability

Education

Bachelor's degree in Business/Analytics/Operations

Tools

NICE

Verint

Excel

Job description

F5 is seeking a Workforce Management Analyst II for Global Services. You will analyze data to forecast workloads, build schedules across regions, and monitor SLAs to ensure optimal staffing and service levels worldwide.

You will generate regular workforce reports and collaborate with Global Support to address capacity challenges, using tools like NICE and Verint to optimize performance.