Qualfon logo
Qualfon

Founded in 1996, Qualfon provides outsourcing solutions for business process outsourcing (BPO), contact center, and back-office staffing. Flexible Qualfon jobs have included tempor

Analyst I – Workforce Management

Location

Philippines

Posted

13 days ago

Salary

0

Seniority

Mid Level

Bachelor Degree2 yrs expEnglishErlangPythonSQL

Job Description

Analyst I – Workforce Management

Qualfon

• 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.

Job Requirements

  • 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

  • Health insurance
  • Paid time off
  • Professional development opportunities

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