Analyst I – Workforce Management

Qualfon

Forecasting Analyst developing contact volume and staffing forecasts for workforce management team. Analyzing data to inform staffing and operational strategies with focus on call center metrics.

Posted 6/2/2026full-timeRemote • 🇵🇭 PhilippinesJuniorMid-LevelWebsite

Tech Stack

Tools & technologies

ErlangPythonSQL

About the role

Key responsibilities & impact

Develop accurate contact volume and staffing forecasts that support operational planning.
Collaborate with the Workforce Management team to create effective workforce strategies.
Utilize statistical analysis to inform staffing decisions.
Translate data into actionable insights for business decision-making.

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
Paid time off
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

statistical analysisforecastingcapacity planningworkforce analyticsExcelSQLPythonR

Soft Skills

analytical skillsproblem-solving skillscommunication skills