Analyst I, Workforce Management

🔥 0 minutes ago

🇵🇭 Philippines – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧐 Analyst

👻 Ghost score 10%

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Qualfon

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1995

📣 Marketing

📦 Logistics

🏥 Healthcare

Marketing • Logistics • Healthcare

Qualfon is a comprehensive provider of customer engagement solutions, specializing in services such as contact center operations, digital marketing, data analytics, and fulfillment. The company focuses on enhancing customer interactions and driving revenue through a blend of innovative marketing strategies and back-office support. With a strong commitment to customer care, Qualfon aims to improve customer loyalty and satisfaction across various industries.

📋 Description

• 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. • Design and optimize schedules. • Manage intraday staffing adjustments. • Monitor schedule adherence. • Monitor operational performance against key metrics. • Analyze trends and recommend corrective actions. • Partner with Operations to address staffing gaps and risks. • 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. • Partner with leaders and present workforce insights. • Influence decisions through data-driven recommendations. • Identify process improvements and automation opportunities. • Partner closely with Operations, Training, Recruiting, and Business Leaders to optimize workforce utilization, service levels, customer experience, and operational efficiency.

🎯 Requirements

• 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: Experience supporting large-scale customer service, telecommunications, or technical support programs. • Preferred: Experience with Power BI, Tableau, SQL, or similar analytics tools. • Preferred: Knowledge of Erlang calculations and workforce planning methodologies. • Strong forecasting and statistical analysis capabilities. • Ability to turn complex metrics into clear dashboards and actionable operational insights. • Skill in presenting workforce insights and influencing business leaders through data. • High proficiency in making sound decisions under pressure and managing continuous improvement initiatives.

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