Workforce Analyst - Capacity Planning

The role offers a remote work setup. However, all Manila team members are still expected to be flexible reporting onsite based on business needs.

Since 1998, we've been on a mission to reshape how players interact with their favorite games, growing into a global team of over 12,000 professionals spread across 70+ studios in 26 countries. 

We are always there to lend a hand to video games developers and publishers by offering a wide range of solutions: from art and audio to testing, localization and finally - Player Engagement - which is one of the fastest-growing Service Lines at Keywords Studios.  Player Engagement provides technical support, community management, and trust & safety services for a wide range of AAA and Indie studios in the gaming industry. 

Join us in our mission to build engaging player communities and offer outstanding experiences! 🎮🔥

Role overview

As a Workforce Planner and Scheduler, you will analyze forecasted volume, validate it, and create staffing/scheduling plans to meet productivity and service level goals. Utilizing trend analysis and input from clients and operations management, you will coordinate employee schedules based on forecasted work volume efficiently. Continuous improvement is ensured through regular reviews, while also maintaining service level performance and meeting KPIs through accurate forecasting, capacity planning, and scheduling processes.

What are we looking for? Our WFM Analyst has a knack for the following skills:

Leadership:

• Create hiring plans that reflect workload requirements based on provided forecasts. 
• Proactively offer recommendations, key insights, and solutions to resolve any staffing and volume concerns. 

Analytics:

• Analyze historical volume, arrival and staffing patterns and provide monthly and other long-range forecasts. 
• Create/Plot schedules based on forecasted interval capacity requirements, revenue goals, and operating and budget parameters. 
• Maintain and manage schedules through NICE IEX (including time off request approvals) 
• Analyze schedule effectiveness and accuracy, and make the right recommendations for production changes. 
• Evaluate actual trends based on metrics to generate a staffing analysis. 

Communication:

• Participate in internal meetings, client calls and any scheduling and forecasting reviews
• Communicate schedules, schedule changes and schedule adherence regularly or as needed.

Business:

• Create long-term and short-term staffing plans reflecting the forecast volume, agreed shrinkages and staffing requirements that meet the defined service level agreement.

You'd be a great fit for this role if you have:

• At least 3-5 years of Workforce Management experience focusing on Forecasting, Capacity Planning and Scheduling in a Contact Center/BPO operations in lieu of a degree. 
• Experience working with scheduling, forecasting and workforce management software.
• Advance experience with Excel and/or Google Sheet.
• Excellent technical expertise and problem solving skills
• Knowledge of staff planning, workload distribution and forecasting trend analysis.
• Strong verbal, written and visual communications skills. 
• Flexibility with work schedule and the ability to work autonomously. 
• Attention to details and time management skills
• Ability to create agent schedules and capacity plans manually
• Experienced with building WFM reports and processes from the ground up

What do we offer?

Keywords Studios is dedicated to following a well-established Equal Opportunities Policy. We endeavor to create a workplace which provides equal opportunities for all employees and potential employees.

Benefits for each region:

• Non-taxable Allowances
• Paid Time Offs
• HMO and Life Insurance
• Annual Wellness Subsidy

Phases of our recruitment journey:

• You send us your application with your updated resume.
• After reviewing your candidacy, we’ll invite you for the online Interview via MS Teams with one of our Talent Acquisition Specialists. It’s a perfect chance to exchange questions and get to know each other better. For some projects there might be a second interview with one of our Hiring Managers.
• After the hiring manager interview, candidates are expected to take a WFM exam.
• At the end of our journey - hopefully you will receive an offer and become our new Keywordian!

Our recruitment process is fully online and remote. We value each application and review every candidate individually. Our recruitment team will get back to you as soon as they can to inform you about the status of your candidacy. If you're interested in joining our team, we highly encourage you to apply.

That would be it from us - now we are waiting for your move!

#imaginemore

Role Information: EN

Studio: KWM

Location: Asia Pacific, Philippines, Pasig

Area of Work: Player Engagement

Service: Engage

Employment Type: Full-time

Working Pattern: Hybrid, Remote