WFM Analyst (For Pooling)

Department: Support – Workforce Management

Reports To: Operations Manager / Workforce Manager

Location: Alabang (On-site), Muntinlupa City, Metro Manila, Philippines

About Pinnacle Intelligence:

Pinnacle Intelligence is at the forefront of transforming the automotive retail industry. We provide AI-powered, sustainable, and scalable digital solutions designed to engage customers, accelerate sales growth, and elevate the entire auto retail value chain. Our mission is to revolutionize the automotive retail industry through intelligent technology, unlocking dealerships' full potential and setting new standards of efficiency, profitability, and market leadership. We are dedicated to powering the future of auto retail with AI, Data, and Automation, driven by intelligence at every turn.

Position Summary:

The Workforce Analyst is responsible for forecasting, scheduling, capacity planning, and real-time performance analysis to ensure optimal staffing levels and operational efficiency. This role uses data analysis to balance service level goals, productivity, and cost efficiency while supporting business objectives.

Key Responsibilities:

Workforce Planning & Forecasting

• Develop short-term and long-term forecasts for workload, call volume, transaction volume, or demand.
• Analyze historical trends, seasonality, and business assumptions to predict staffing needs.
• Partner with Operations and Leadership to align forecasts with business plans.

Scheduling & Capacity Management

• Create and maintain staff schedules that meet service level agreements (SLAs).
• Optimize schedules to balance customer demand, agent availability, and labor rules.
• Manage shrinkage factors such as absences, training, meetings, and attrition.

Real-Time Monitoring & Intraday Management

• Monitor daily performance against forecasts and schedules.
• Make real-time adjustments such as reforecasting, overtime recommendations, or schedule changes.
• Escalate risks related to under- or over-staffing.

Reporting & Data Analysis

• Prepare regular performance reports (daily, weekly, monthly).
• Analyze KPIs such as service level, productivity, occupancy, adherence, and utilization.
• Provide insights and recommendations to improve efficiency and performance.

Stakeholder Collaboration

• Work closely with Operations, HR, Training, and Leadership teams.
• Support hiring plans by providing staffing and capacity requirements.
• Communicate workforce risks, trends, and improvement opportunities.

Process Improvement & Tools

• Identify opportunities to improve workforce management processes.
• Maintain and enhance WFM tools, models, and methodologies.
• Support automation, data accuracy, and best practices in workforce planning.

Skills & Qualifications:

Required:

• Experience: Minimum 2 years of experience as a Workforce Analyst in a Business Process Outsourcing (BPO) or contact center environment.
• Workforce Management (WFM) Software: Proven proficiency in using WFM tools (e.g., Aspect, Verint, Genesys, NICE, Five9, or similar) for real-time monitoring and reporting.
• Technical Proficiency: Advanced proficiency in Microsoft Excel for data manipulation and reporting.
• Contact Center Tools: Experience with communication platforms like Ring Central and other contact center technologies.
• Analytical Skills: Strong ability to interpret real-time data, identify trends, make quick, data-driven decisions under pressure, and design performance scorecards.
• Communication: Excellent verbal and written communication skills for real-time alerts, updates, and clear instruction.
• Problem-Solving: Strong ability to quickly diagnose operational issues and implement effective tactical solutions.
• Attention to Detail: Meticulous in monitoring data, agent states, and ensuring accuracy in reporting.
• Understanding of BPO Metrics: Solid comprehension of contact center KPIs such as Service Level, AHT, Occupancy, Adherence, Shrinkage, etc.
• Cross-Functional Acumen: Ability to collaborate effectively with various teams (Operations, Scheduling, Training, Quality) to ensure smooth operations.

Preferred:

• Experience in a BPO supporting clients in the automotive retail industry.
• Basic knowledge of scheduling principles.
• Familiarity with Power BI or other dashboarding tool

Why Join Pinnacle Intelligence?

Pinnacle Intelligence offers a unique opportunity to be part of a growing and innovative company that is redefining intelligent business solutions for the automotive retail industry. We provide a collaborative work environment, opportunities for professional growth, and the chance to make a significant impact on our clients' success. If you are a seasoned WFM Analyst with a passion for operational excellence and eager to contribute to a dynamic team, we encourage you to apply!