Workforce Management Analyst I

Qualfon

Forecasting Analyst developing staffing forecasts to support operational planning for Workforce Management. Strong analytical skills required to optimize workforce strategies in a data-driven environment.

Posted 5/28/2026full-timeRemote • 🇵🇭 PhilippinesJuniorMid-LevelWebsite

Tech Stack

Tools & technologies

ErlangPythonSQL

About the role

Key responsibilities & impact

Developing accurate contact volume and staffing forecasts that support operational planning, scheduling, and business decision-making.
Translating data into actionable workforce strategies.
Collaborating with the Workforce Management team to optimize processes and improve performance.

Requirements

What you’ll need

Bachelor’s degree in Business, Statistics, Mathematics, Data Analytics, or a related field preferred.
2–5 years of Workforce Management experience, preferably in Forecasting, Capacity Planning, or Workforce Analytics within a contact center/BPO environment.
Strong understanding of call center metrics and workforce concepts such as service levels, shrinkage, occupancy, and Erlang C.
Proficiency in Excel and experience with WFM platforms such as NICE, Verint, Genesys, Calabrio, UKG, or similar tools.
Experience with SQL, Python, R, or other analytics tools is an advantage.
Strong analytical, problem-solving, and communication skills.
Ability to work in a fast-paced, data-driven environment.

Benefits

Comp & perks

Health insurance
401(k) matching
Flexible work hours
Paid time off
Professional development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

ForecastingCapacity PlanningWorkforce AnalyticsExcelSQLPythonRData AnalyticsCall Center MetricsErlang C

Soft Skills

Analytical skillsProblem-solving skillsCommunication skills