The Workforce Management (WFM) Analyst is responsible for forecasting workload, planning staffing requirements, scheduling resources, and monitoring performance to ensure operational goals are achieved. The role partners closely with Operations, Training, Recruiting, and Business Leaders to optimize workforce utilization, service levels, customer experience, and operational efficiency.

Forecasting & Capacity Planning

• Develop short-term, mid-term, and long-term workload forecasts.

• Perform staffing requirement calculations based on forecasts, Average Handle Time (AHT), service level targets, shrinkage assumptions, and occupancy goals.

• Create capacity plans and hiring recommendations.

• Conduct scenario modeling and what-if analyses.

Scheduling & Resource Planning

• Design and optimize schedules.

• Manage intraday staffing adjustments.

• Monitor schedule adherence.

Real-Time Management

• Monitor operational performance against key metrics.

• Analyze trends and recommend corrective actions.

• Partner with Operations to address staffing gaps and risks.

Reporting & Analytics

• Develop dashboards and reports.

• Analyze forecast accuracy, service level, Average Speed of Answer (ASA), Average First Response Time (AFRT), occupancy, shrinkage, adherence, and productivity metrics.

Stakeholder Management

• Partner with leaders and present workforce insights.

• Influence decisions through data-driven recommendations.

Continuous Improvement

• Identify process improvements and automation opportunities.

• Bachelor's degree in a related field.

• 3+ years of WFM experience in a Contact Center / BPO environment.

• Strong hands-on experience in Forecasting, Capacity Planning, Scheduling, and Real-Time Management.

• Advanced Excel skills.

• Experience with WFM platforms such as Verint, NICE IEX, Aspect, Genesys, Calabrio, or Alvaria.

Preferred Qualifications

• Experience supporting large-scale customer service, telecommunications, or technical support programs.

• Experience with Power BI, Tableau, SQL, or similar analytics tools.

• Knowledge of Erlang calculations and workforce planning methodologies.

Key Competencies

• Analytical Thinking: Strong forecasting and statistical analysis capabilities.

• Business Acumen & Reporting: Ability to turn complex metrics into clear dashboards and actionable operational insights.

• Communication & Stakeholder Management: Skill in presenting workforce insights and influencing business leaders through data.

• Adaptability & Decision-Making: High proficiency in making sound decisions under pressure and managing continuous improvement initiatives.

Bachelor's degree in related field; 3+ years WFM experience in contact center/BPO; advanced Excel; experience with WFM platforms like Verint, NICE IEX, Aspect, Genesys, Calabrio, or Alvaria.

Key Responsibilities

• forecasting workload
• planning staffing
• monitoring performance

Skills & Tools

Microsoft Excel, Verint, NICE IEX, Aspect, Genesys, Calabrio, Alvaria, Power BI, Tableau, SQL

Job Details

• Category: Data and Analytics
• Seniority: Mid Level
• Commitment: Full Time
• Workplace: Remote — Manila, Metro Manila, Philippines
• Languages: English

About Qualfon

A global business process outsourcing company providing customer service and workforce management solutions. — Industry: Information Technology