{"id":30644,"date":"2025-07-16T13:09:34","date_gmt":"2025-07-16T13:09:34","guid":{"rendered":"https:\/\/premiernx.com\/?page_id=30644"},"modified":"2025-09-11T16:24:25","modified_gmt":"2025-09-11T16:24:25","slug":"workforce-management-wfm-analyst","status":"publish","type":"page","link":"https:\/\/premiernx.com\/uk\/careers\/philippine\/workforce-management-wfm-analyst\/","title":{"rendered":"Workforce Management (WFM) Analyst"},"content":{"rendered":"<p><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-1 fusion-flex-container has-pattern-background has-mask-background nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--awb-background-position:right center;--awb-background-blend-mode:overlay;--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-padding-top:10px;--awb-padding-bottom:10px;--awb-padding-top-medium:10vh;--awb-padding-bottom-medium:10vh;--awb-padding-top-small:0px;--awb-padding-bottom-small:0px;--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-center fusion-flex-justify-content-center fusion-flex-content-wrap\" style=\"max-width:1216.8px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-0 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:0px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-1 fusion-sep-none fusion-title-text fusion-title-size-div\" style=\"--awb-text-color:#000000;--awb-margin-top-small:10px;--awb-margin-right-small:0px;--awb-margin-bottom-small:10px;--awb-margin-left-small:0px;--awb-font-size:17px;\"><div class=\"fusion-title-heading title-heading-left title-heading-tag fusion-responsive-typography-calculated\" style=\"font-family:&quot;Montserrat&quot;;font-style:normal;font-weight:500;margin:0;font-size:1em;--fontSize:17;--minFontSize:17;line-height:1.6;\"><a href=\"https:\/\/premiernx.com\/uk\/careers\/philippine\/\" class=\"service_link\">Philippines<\/a> &gt; Workforce Management (WFM) Analyst<\/div><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-2 has-pattern-background has-mask-background nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-padding-top:8vh;--awb-padding-bottom:8vh;--awb-background-color:#151467;--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-1 fusion_builder_column_1_1 1_1 fusion-one-full fusion-column-first fusion-column-last\" style=\"--awb-bg-size:cover;--awb-margin-bottom:0px;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-column-wrapper-legacy\"><div class=\"fusion-title title fusion-title-2 fusion-sep-none fusion-title-center fusion-title-text fusion-title-size-one\" style=\"--awb-text-color:var(--awb-color1);--awb-margin-top:0px;--awb-margin-bottom:0px;--awb-margin-top-small:10px;--awb-margin-right-small:0px;--awb-margin-bottom-small:10px;--awb-margin-left-small:0px;--awb-font-size:50px;\"><h1 class=\"fusion-title-heading title-heading-center fusion-responsive-typography-calculated\" style=\"font-family:&quot;Montserrat&quot;;font-style:normal;font-weight:700;margin:0;font-size:1em;--fontSize:50;line-height:1.2;\">Workforce Management (WFM) Analyst<\/h1><\/div><div class=\"fusion-button-wrapper fusion-aligncenter\"><a class=\"fusion-button button-flat fusion-button-default-size button-custom fusion-button-default button-1 fusion-button-default-span fusion-button-default-type\" style=\"--awb-margin-top:20px;--awb-padding-top:15px;--awb-padding-right:30px;--awb-padding-bottom:15px;--awb-padding-left:30px;--button_accent_color:var(--awb-color1);--button_border_color:var(--awb-custom_color_2);--button_accent_hover_color:var(--awb-color1);--button_border_hover_color:var(--awb-color1);--button_border_width-top:1px;--button_border_width-right:1px;--button_border_width-bottom:1px;--button_border_width-left:1px;--button_gradient_top_color:#e36900;--button_gradient_bottom_color:#e36900;--button_gradient_top_color_hover:#0e1263;--button_gradient_bottom_color_hover:#0e1263;--button_font_size:18px;--button_typography-font-family:&quot;Montserrat&quot;;--button_typography-font-style:normal;--button_typography-font-weight:500;\" target=\"_blank\" rel=\"noopener noreferrer\" href=\"https:\/\/forms.office.com\/pages\/responsepage.aspx?id=XhrGe3vyE0C3vEHbVr1xDObvxbNUUWlOlGUK9o41batUQjFROERGN0ZWNjc5QUUyU1gwNTJUVDBPNiQlQCN0PWcu&amp;route=shorturl\"><span class=\"fusion-button-text awb-button__text awb-button__text--default\">Apply Now<\/span><\/a><\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-3 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-margin-top:40px;--awb-margin-bottom:40px;--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"max-width:1216.8px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-2 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:20px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-text fusion-text-1 job-details\"><p>The WFM Analyst is responsible for understanding and forecasting contact center transaction volumes, trends, and average handle times to determine workload demands. The role involves efficient staffing allocation and scheduling to ensure optimal queue management and resource utilization.<\/p>\n<\/div><div class=\"fusion-title title fusion-title-3 fusion-sep-none fusion-title-text fusion-title-size-two heading-size-mob\" style=\"--awb-text-color:var(--awb-custom_color_1);--awb-margin-top-small:0px;--awb-margin-right-small:0px;--awb-margin-bottom-small:20px;--awb-margin-left-small:0px;--awb-margin-top-medium:0px;--awb-margin-bottom-medium:20px;\"><h2 class=\"fusion-title-heading title-heading-left fusion-responsive-typography-calculated\" style=\"margin:0;letter-spacing:var(--awb-typography2-letter-spacing);text-transform:var(--awb-typography2-text-transform);--fontSize:42;line-height:1.2;\">Essential Duties &amp; Responsibilities<\/h2><\/div><div class=\"fusion-text fusion-text-2 job-details\"><h3>Forecasting &amp; Analysis<\/h3>\n<ul>\n<li>Create short-term to long-range forecasts for:\n<ul>\n<li>Workload<\/li>\n<li>Headcount requirements<\/li>\n<li>Average Handle Time (AHT) trends<\/li>\n<li>Shrinkage inputs<\/li>\n<li>Occupancy rates<\/li>\n<\/ul>\n<\/li>\n<li>Routinely evaluate interval-level performance against targets to reassess workloads and realign staffing.<\/li>\n<li>Track and report forecasted vs. actual production volume trends by Line of Business (LOB), campaign, and site.<\/li>\n<li>Perform root cause analysis on poor service levels and recommend corrective actions.<\/li>\n<li>Monitor daily and interval attendance and tardiness; adjust schedules and generate reports accordingly.<\/li>\n<li>Manage capacity planning across multiple programs and LOBs.<\/li>\n<\/ul>\n<h3>Scheduling &amp; Staffing<\/h3>\n<ul>\n<li>Generate schedules based on company work rules, selecting appropriate shift types to meet service levels.<\/li>\n<li>Maintain and clean headcount rosters and related credentials.<\/li>\n<li>Analyze historical data to project monthly variances.<\/li>\n<li>Ensure optimal agent placement to meet service levels with minimal overtime.<\/li>\n<li>Schedule development\/training activities without impacting service levels.<\/li>\n<li>Coordinate staffing during large-scale initiatives across service areas.<\/li>\n<li>Proactively identify and plan for overtime and other staffing needs.<\/li>\n<li>Analyze leave requests and approve\/deny based on staffing impact.<\/li>\n<\/ul>\n<h3>Collaboration &amp; Reporting<\/h3>\n<ul>\n<li>Conduct regular and impromptu meetings with departments to review staffing models and risk mitigation.<\/li>\n<li>Create multiple staffing scenarios based on changing inputs and requirements.<\/li>\n<li>Design and enhance report templates to clearly present production trends and support management decisions.<\/li>\n<\/ul>\n<\/div><div style=\"text-align:left;\"><a class=\"fusion-button button-flat fusion-button-default-size button-custom fusion-button-default button-2 fusion-button-default-span fusion-button-default-type\" style=\"--awb-margin-top:20px;--awb-padding-top:12px;--awb-padding-right:25px;--awb-padding-bottom:12px;--awb-padding-left:25px;--button_accent_color:var(--awb-color1);--button_border_color:var(--awb-custom_color_2);--button_accent_hover_color:var(--awb-color1);--button_border_hover_color:var(--awb-color1);--button_border_width-top:1px;--button_border_width-right:1px;--button_border_width-bottom:1px;--button_border_width-left:1px;--button_gradient_top_color:#e36900;--button_gradient_bottom_color:#e36900;--button_gradient_top_color_hover:#0e1263;--button_gradient_bottom_color_hover:#0e1263;--button_font_size:18px;--button_typography-font-family:&quot;Montserrat&quot;;--button_typography-font-style:normal;--button_typography-font-weight:500;\" target=\"_blank\" rel=\"noopener noreferrer\" href=\"https:\/\/forms.office.com\/pages\/responsepage.aspx?id=XhrGe3vyE0C3vEHbVr1xDObvxbNUUWlOlGUK9o41batUQjFROERGN0ZWNjc5QUUyU1gwNTJUVDBPNiQlQCN0PWcu&amp;route=shorturl\"><span class=\"fusion-button-text awb-button__text awb-button__text--default\">Apply Now<\/span><\/a><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-4 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"max-width:1216.8px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-3 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-padding-top:30px;--awb-padding-right:30px;--awb-padding-bottom:30px;--awb-padding-left:30px;--awb-overflow:hidden;--awb-bg-color:var(--awb-color4);--awb-bg-color-hover:var(--awb-color4);--awb-bg-size:cover;--awb-border-radius:12px 12px 12px 12px;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:20px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-center fusion-content-layout-column\"><div class=\"fusion-text fusion-text-3\" style=\"--awb-font-size:26px;--awb-line-height:40px;--awb-text-color:var(--awb-custom13);\"><p style=\"text-align: center;\">Interested candidates are encouraged to submit their resumes to<strong> <a href=\"mailto:ph-recruitment@premiernx.com\"><strong>ph-recruitment@premiernx.com<\/strong> <\/a> <\/strong> with the Job Title in the subject line.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/p>","protected":false},"excerpt":{"rendered":"","protected":false},"author":1,"featured_media":0,"parent":5666,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"100-width.php","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-30644","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Workforce Management (WFM) Analyst - Premier NX<\/title>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Workforce Management 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