WFM Planner, Forecaster

Carelon Global Solutions Philippines

. Perform real-time analysis to ensure service levels are met .

Posted 9/23/2026full-timePasig City • PhilippinesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in real-time call center analysis, workforce management, and staff scheduling to optimize service levels and operational efficiency. Proficient in utilizing WFM systems and analyzing call volume patterns to inform scheduling decisions.

Highest-signal resume keywords

Call Center Operations ExperienceScheduling ExperienceWFM Management ToolsReal-Time AnalysisShift Scheduling

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Real-Time AnalysisStaff SchedulingCall Volume MonitoringShift Requirements DevelopmentPTO PlanningHistorical Call-Arrival AnalysisVariance AnalysisService Level MaximizationPerformance Tracking

Tools & Technologies

WFM System

Industry Keywords

Call CenterCentralized EnvironmentService LevelsAverage Speed of AnswerWorkforce Flexibility

About the role

Key responsibilities & impact

Perform real-time analysis to ensure service levels are met
Monitor call volume demand in real time and flex workforce accordingly
Maximize call center utilization and service levels
Monitor call volume and average speed of answer (ASA) and adjust schedules
Design and manage staff scheduling systems for short-term future needs
Develop shift requirements and paid time off (PTO) planning
Distribute staff to meet projected call volumes
Analyze historical call-arrival patterns, variance, and seasonality
Use shift schedule templates to determine shifts
Create shift schedules in the WFM system
Develop priority rules governing shift assignments
Establish scheduling resources and monitoring systems for schedule administration, communication, and performance tracking

Requirements

What you’ll need

BA/BS degree in Business, Statistics or related field; or any combination of education and experience providing an equivalent background
2 years of call center operations experience
2 years of scheduling experience in a centralized call center environment preferred
Working knowledge of WFM management tools preferred
Availability for the 8:00 PM to 5:00 AM Philippines shift