Qualfon
Overview
Job Title: Analyst I, Workforce Management (Forecasting Analyst)Department: Workforce Management (WFM)Employment Type: Full-Time
Job Summary
We are seeking a highly analytical and detail-oriented Forecasting Analyst to join our Workforce Management team. This role is responsible for developing accurate contact volume and staffing forecasts that support operational planning, scheduling, and business decision-making. The ideal candidate has strong forecasting and statistical analysis skills, experience in contact center environments, and the ability to translate data into actionable workforce strategies.
Responsibilities
Qualifications
- Bachelor’s degree in Business, Statistics, Mathematics, Data Analytics, or a related field preferred.
- Experience in Workforce Management, Forecasting, or Capacity Planning 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.
Qualifications
Qualifications
- 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.
Originally posted on Himalayas
To apply for this job please visit himalayas.app.
Working in Philippines
The Philippines, officially the Republic of the Philippines, is an archipelagic country in Southeast Asia. Located in the western Pacific Ocean, it consists of about 7,641 islands, with a total area of about 300,000 square kilometers, which are broadly categorized in three main geographical divisions from north to south: Luzon, Visayas, and Mindanao. With a population of over 114 million, it is the world's twelfth-most-populous country.
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