Analyst II, Workforce Management

Qualfon

Workforce Management Analyst II managing staffing and forecasting in a hybrid model for optimal operations. Analyzing data for decision-making in a multi-site contact center.

Posted 5/28/2026full-timeManila • 🇵🇭 PhilippinesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Develop, refine, and maintain short-term (1–14 days), medium-term (weekly/monthly), and long-term (quarterly/annual) volume, workload, and FTE forecasts using historical data, trends, seasonality, and business drivers.
Perform intraday re-forecasting and provide actionable recommendations to RTAs and Operations for immediate staffing adjustments.
Analyze and forecast shrinkage factors (attrition, absenteeism, LOA, training, etc.) to ensure forecast vs. actual variance stays within target thresholds.
Design, build, and continuously optimize agent schedules and skill-based routing plans in WFM systems (e.g., Verint, eWFM, IEX, Genesys).
Conduct what-if scenario modeling, capacity utilization analysis, and workload calculations to balance coverage, service levels, and cost efficiency.
Facilitate and lead capacity planning calls with Operations, Recruitment, Training, and client stakeholders.
Provide data-backed recommendations on headcount requirements, hiring plans, seat capacity, and site maximization.
Generate advanced interval-level and daily/weekly reports on key WFM KPIs (adherence, service level, occupancy, shrinkage, etc.).
Perform root-cause variance analysis (plan vs. actual) and present insights/recommendations to Operations and Account Management.
Partner closely with Real-Time Analysts to ensure seamless handoff between planning and execution; provide guidance on complex intraday issues.
Support the Workforce Coordinator/Manager in strategic initiatives, risk identification, and client-facing deliverables.

Requirements

What you’ll need

Bachelor’s degree in Business Administration, Statistics, Mathematics, Finance, Accounting, or related field (or equivalent work experience).
3–5 years of progressive experience in Workforce Management, with at least 2 years focused on forecasting, scheduling, and capacity planning.
Proven experience in a multi-site or multi-client contact center environment.
Night-shift availability and comfort working in a hybrid model.
Previous exposure to Real-Time Analyst or Scheduling roles is highly preferred.

Benefits

Comp & perks

Health insurance
Retirement plans
Paid time off
Flexible work arrangements
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

forecastingschedulingcapacity planningvariance analysisdata analysisworkload calculationsscenario modelingshrinkage analysisreport generationskill-based routing

Soft Skills

leadershipcommunicationcollaborationproblem-solvinganalytical thinkingrecommendation developmentstakeholder engagementstrategic planningadaptabilitytime management