WFM Planner/ Forecaster

4 days ago

PHLPasig CityGlas Building Opal Road, Philippines Carelon Global Solutions Full time ₱900,000 - ₱1,200,000 per year

Position Title:

WFM Planner/ Forecaster (PHL)-2

Shift:

Job Description:

  • "Responsible for performing both real-time analysis and scheduling functions as determined by current business need. Primary duties may include, but are not limited to: Performs real-time analysis duties to ensure service levels are met. Monitors call volume demand in real time and flexes workforce accordingly. Ensures that the best possible call center service levels are achieved to maximize utilization. Monitors call volume and average speed of answer (ASA) in real time & adjusts schedules to ensure consistent service is maintained. Designs and manages an efficient staff scheduling system for short-term future needs which includes the development of shift requirements and paid time off (PTO) planning. Determines how to best distribute the staff to meet projected call volumes. Analyzes historical patterns to determine nature, variance, and seasonality of call arrival patterns. Utilizes shift schedule templates to determine shifts. Creates shift schedules in WFM system. Develops a set of priority rules that will govern how shifts are assigned. Establish a set of scheduling resources and monitoring systems to manage schedule administration, communication and to track performance. Requires a BA/BS degree in Business, Statistics or related field; 2 years call center operations experience; or any combination of education and experience, which would provide an equivalent background. 2 years of scheduling experience in a centralized call center environment preferred. Working knowledge using WFM management tools preferred.

  • Accurately predicts call volumes, average speed of answer (ASA), service levels, abandonment rates, and average handle times by call type to identify and monitor trends. Identifies and locks in capacity required to meet service level targets efficiently via hiring, outsourcing, and attrition. Develops staffing models which are utilized by Finance during the budgeting process. Maintains numerous staffing models which may include multiple business units. Primary duties may include, but are not limited to: Performs continuous analysis and projects if resulting metrics will increase or decrease call volume in the long-term (typically 12-18 months). Captures call baseline data, recording and removing volume-driven events, determines historical patterns, incorporates incremental drivers, and incorporates shrinkage patterns through analysis of past data. Predicts future impact on call drivers. Analyzes and interprets staffing model results by isolating and analyzing trends and assessing business impacts. Develops a long-term service level plan with specific actions based on gaps identified by the model. Meets with management to review staffing models and to make improvements on future forecasts. Designs, builds and maintains databases and/or spreadsheets tracking key service statistics. Determines long-term needs and loads the forecast into the WFM system. Serves as expert on WFM software (NICE IEX) and may be point of contact for systems related issues. Requires a BA/BS degree in Business, Statistics or related field; 2 years call center operations experience; 3 years real-time management, scheduling and forecasting experience in a centralized call center environment; or any combination of education and experience, which would provide an equivalent background.

  • WFM Capacity Planner

    4 days ago

    Angeles City, Central Luzon, Philippines Studenthubng Full time ₱30,000 - ₱40,000 per year

    We are currently looking for a WFM Capacity Planner / WFM Planner with a solid background in excel and iexThis is A WFH SetupThis is a senior executive role and salary should be less than 50Kskills; WFM Planner, Excel, WFM System, WFM Tools, Workforce Management

  • WFM Planner/Forecaster

    1 hour ago

    Pasig, National Capital Region, Philippines Carelon Global Solutions Philippines Full time ₱900,000 - ₱1,200,000 per year

    Responsible for performing both real-time analysis and scheduling functions as determined by current business need.Primary duties may include, but are not limited to:Performs real-time analysis duties to ensure service levels are metMonitors call volume demand in real time and flexes workforce accordinglyEnsures that the best possible call center service...

  • WFM Planner/Forecaster

    2 weeks ago

    Pasig, National Capital Region, Philippines Carelon Global Solutions Full time ₱900,000 - ₱1,200,000 per year

    Responsible for performing both real-time analysis and scheduling functions as determined by current business need.Primary duties may include, but are not limited to:Performs real-time analysis duties to ensure service levels are metMonitors call volume demand in real time and flexes workforce accordinglyEnsures that the best possible call center service...

  • Capacity Planner and Forecaster

    2 weeks ago

    Paranaque City, Calabarzon, Philippines SPi Global (now Straive) Full time ₱900,000 - ₱1,200,000 per year

    Location: Paranaque, Laguna and DumagueteCAPACITY PLANNER AND FORECASTERJob DescriptionThe Capacity Planner and Forecaster is responsible for analyzing historical data, creating accurate  forecasts, and developing capacity plans to ensure optimal resource allocation. This role requires  strong analytical skills and expertise in statistical modeling and...

  • Forecast Planner

    2 weeks ago

    Quezon City, National Capital Region, Philippines Global Payments Process Centre, Inc. Full time $40,000 - $80,000 per year

    About the RoleThis critical role is responsible for ensuring optimal staffing levels across all customer contact channels - including voice, chat and offline work - to meet service goals and operational efficiency targets. This person will develop and maintain accurate forecasts and capacity plans that drive our workforce strategy.What we're looking for3+...

  • Workforce Planner

    4 days ago

    PHL - Las Pinas City - Delivery site, Philippines TaskUs Full time ₱1,500,000 - ₱3,000,000 per year

    About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming...

  • Forecast Planner

    4 days ago

    Quezon City, National Capital Region, Philippines Global Payment Holding Company Full time ₱800,000 - ₱1,200,000 per year

    Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services.  Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing...

  • Sales Planner or Forecaster

    4 days ago

    Makati City, National Capital Region, Philippines AUX Full time ₱900,000 - ₱1,200,000 per year

    This is for a fast-growing, celebrity-owned protein snack brand in the U.S. redefining what snacking can be — clean, craveable, and packed with protein. Backed by seasoned CPG operators, our client is scaling rapidly with national retail distribution and bold innovation.As Sales Planner / Forecaster , you'll be the backbone of the demand planning process....

  • Workforce Capacity Planner

    1 day ago

    Quezon City, Philippines SupportNinja Full time

    Workforce Capacity Planner Work Set Up: Remote (bmight be required to work onsite at least once a month, preferably with Manila ) Start Date: December 1, 2025 Schedule: 8pm-5am, M-F; Manila (can change based on business needs) The Workforce Capacity Planner is responsible for analyzing historical trends, forecasting future workforce requirements, and...

  • Demand Planner

    4 days ago

    Pasig, National Capital Region, Philippines Linkage Foods Ventures Corporation Full time ₱1,200,000 - ₱2,400,000 per year

    The Demand Planner is responsible for developing, maintaining, and improving demand forecasts for the company's products. This role involves analyzing sales trends, market conditions, and inventory levels to ensure optimal stock availability and support the overall supply chain strategy.The Demand Planner is responsible for forecasting product demand to...