WFM Planning & Analyst - English

Job Title: WFM Planning & Analyst

Report to: WFM Supervisor / WFM Manager

Site: Singha Complex, Bangkok, Thailand

Working Hours: 5 days per week with rotational 2 days off per week

Salary: Up to 45,000 THB

Job Overview:

The WFM Planning & Analyst plays a crucial role in optimizing staffing, call/ticket volume forecasting, and operational efficiency across our customer experience accounts. You will be responsible for end-to-end workforce planning—from long-term capacity forecasting and scheduling to analyzing real-time performance metrics and providing actionable insights to operations leadership.

Key Responsibilities & Main Activities:

1. Forecasting & Capacity Planning

• Develop, refine, and update short-term and long-term volume forecasting models (contact volume,

AHT, shrinkage, SLA) for multi-channel operations (Voice, Chat, Email).

• Maintain capacity planning models to project headcount requirements, hiring needs, and attrition

impacts across accounts.

• Collaborate with Talent Acquisition and Training teams to align hiring schedules and onboarding

timelines with operational demand.

2. Scheduling & Shift Optimization

• Create and optimize agent shift schedules, breaks, and time-off plans using WFM software to

balance coverage with cost efficiency.

• Monitor shrinkage trends (absenteeism, PTO, off-queue activities) and adjust scheduling

assumptions accordingly.

• Evaluate shrink/overtime tradeoffs to recommend cost-effective staffing solutions.

3. Analytics & Performance Reporting

• Analyze historical data to identify trends, seasonal variations, and operational anomalies.

• Prepare daily, weekly, and monthly performance reports (SLA, ASA, Occupancy, Adherence,

Shrinkage) for operational leadership and clients.

• Conduct root-cause analysis on performance gaps and deliver actionable recommendations to

improve SLA delivery.

• Partner with Real-Time Analysts (RTA) to ensure scheduling models reflect real-time operational

realities.

Required Skills & Qualifications:

• Bachelor's Degree in Mathematics, Statistics, Business Administration, or a related field.

• 2–4 years of experience in Workforce Management within a BPO/Contact Center environment.

• Proficiency with WFM software (e.g., Verint, Aspect/Alvaria, Nice IEX, or Genesys Cloud) and

advanced MS Excel/Google Sheets skills (data modeling, complex formulas, pivot tables).

• Knowledge of reporting tools (e.g., Power BI, Tableau).

• Strong data-driven problem-solving skills with the ability to translate complex data into clear

operational insights.

• Strong command of English (written and verbal) to present reports and recommendations to internal

stakeholders and leadership.

What we offer:

• Competitive salary and performance-based bonuses.

• Comprehensive training and professional development opportunities.

• Health and wellness benefits.

• A diverse and inclusive work environment with opportunities for career advancement.

• Modern and comfortable office space.

• Fun and engaging team activities.