Workforce Management (WFM) Analyst

We are looking for an experienced Workforce Management (WFM) Analyst who will be responsible for forecasting, scheduling, capacity planning, and real-time workforce monitoring in a fast-paced contact center environment.

You will play a key role in ensuring optimal staffing levels across multiple lines of business (voice, chat, and email) to meet operational targets and service levels.

Key Responsibilities

• Develop and maintain accurate forecasts based on historical and real-time data
• Create and optimize agent schedules aligned with business demand
• Perform capacity planning for short-term and long-term staffing needs
• Monitor real-time adherence and queue performance (RTA function)
• Recommend staffing adjustments (OT, VTO, re-skilling) as needed
• Generate and analyze WFM reports (shrinkage, occupancy, SLA, utilization)
• Collaborate with Operations and Team Leaders for workforce alignment

Qualifications

• College Graduate (any 4yr course)
• Minimum 2–3 years experience in Workforce Management (WFM)

Strong experience in:

• Forecasting
• Scheduling
• Capacity Planning
• Must have experience handling voice, chat, and email LOBs
• With supervisory exposure (RTA or Workforce Analyst team handling is required)
• BPO or Shared Services background preferred

Skills Required

• Proficiency in WFM tools (Nice IEX, Verint, Aspect, or similar)
• Strong Excel skills (pivot tables, formulas, reporting)
• Analytical and data-driven mindset
• Strong communication and stakeholder management skills
• Ability to work in a fast-paced operational environment

What We Offer

• Competitive salary package up to ₱50,000
• Onsite assignments in QC, Taguig, or Ortigas
• Exposure to large-scale global operations
• Career growth opportunities in Workforce Management leadership track