Forecasts & Planning Analyst - WFM

1 day ago

Angeles City, Central Luzon, Philippines beBeeWorkforce Full time ₱900,000 - ₱1,200,000

We're seeking a highly skilled Workforce Management Specialist to join our team. As a key player in our organization, you'll be responsible for designing and implementing end-to-end CX solutions that meet the needs of our clients.

Job Description

The ideal candidate will have 3-5 years' experience working in a call center environment, with a strong background in workforce management. They'll be able to analyze and validate forecasted volume, build staffing/scheduling plans, and ensure adequate staffing throughout the service time and hours of operation.

In this role, you'll work closely with our operations team to understand client and operations management forecasts and plans. You'll then use your expertise to develop queue and overhead forecasts for long and short-term planning, evaluate report outputs, and determine contact center trends, contact volumes, contact patterns, staff productivity, attrition rates, and resource allocation.

As a seasoned professional, you'll be responsible for creating optimal schedules, maximizing efficient utilization of resources, and ensuring sufficient coverage at all times to deliver contractual requirements consistently.

Key Responsibilities
  • Create/optimize schedules to maximize efficient utilization of resources
  • Evaluate report outputs to determine contact center trends, contact volumes, contact patterns, staff productivity, attrition rates, and resource allocation
  • Develop queue and overhead forecasts for long and short-term planning
  • Ensure adequate staffing throughout the service time and hours of operation
  • Responsible for attendance, schedule adherence, conformance, and compliance
  • Act as gatekeeper for scheduling metrics and performance
  • Provide insight to infrastructure planning team and leadership by generating/maintaining floor plans, seat requirement, and seat utilization reports
Requirements
  • 3-5 years' experience working in a call center environment
  • 1-2 years' background in workforce management (scheduling) preferred
  • Demonstrated high degree of business coping ability
  • Flexibility with work schedule
  • College diploma or equivalent
  • Knowledge of MS Office and Excel
  • Knowledge of scheduling practices and familiarity with Aspect, eWFM, and other WFM products
Benefits

This is an exciting opportunity to join our team and contribute to our success. We offer competitive salaries, comprehensive benefits, and opportunities for growth and development.

About Us

We are committed to equal employment opportunity and believe that all persons are entitled to equal employment opportunity, regardless of race, color, creed, religion, sex, gender, gender identity, sexual orientation, marital status, political affiliation, union membership, national origin, ancestry, citizenship status, veteran status, age, physical or mental disability, genetic information, or any other protected status under applicable federal, state, or local law.

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