The role
Neon Link places experienced workforce management analysts with US companies that run their own contact centers, and you'll own forecasting and scheduling for the client as part of its team. You'll forecast volume and average handle time by queue and interval, turn that forecast into staffing with Erlang C or the platform's model, build and publish schedules, manage time off and shift swaps, and keep the capacity plan that tells the client when to hire.
Most contact centers plan in NICE IEX, Verint, Calabrio, Genesys, Aspect or Five9; others use the scheduling built into their contact center software, or an Excel or Google Sheets model you'll maintain and improve. Watching the queues minute by minute is the real-time analysts' job; yours is the plan they work from.
It matters because a schedule that misses the demand curve shows up the same day as long holds, lost callers and a burned out team, and a late capacity plan means a training class that starts after the busy season it was meant for. You'll handle agent attendance and leave records and the client's volume and staffing numbers, all under the client's confidentiality rules.
Leave protected by US law, such as FMLA, the federal law that holds a person's job through some medical and family leave, is decided by the client's HR team; you schedule around it and keep the reason private. People do well here if they like numbers, check their own work, and can tell a supervisor no, with options, when a schedule change would break coverage.
Day to day you'll take direction from the client's WFM lead or contact center manager, as part of their team, with Neon Link behind you. Before you publish your first live schedule you're trained on the client's WFM platform, queues, schedule rules and approval path.
What you'll do
- Pull interval history from the client's ACD or contact center platform, clean out outliers like outages and one-off spikes, and forecast volume and average handle time by queue, channel, day and interval, with seasonality, US holidays and the client's launches and campaigns built in
- Turn the forecast into staffing: Erlang C for voice, Erlang A where abandonment changes the answer, and workload models for email and chat, set against the client's service level and ASA targets, then convert required agents into scheduled FTE with planned and unplanned shrinkage
- Build schedules in the WFM platform or the client's spreadsheet model: shift patterns, start times, breaks, lunches, coaching, training and meeting time, fitted to the interval demand curve and to the meal and rest break rules where the agents work
- Publish schedules on the client's lead time, run shift bids when the client uses them, and keep agent skills, shift rules and WFM data clean so the next build starts from the truth
- Manage time off, shift swaps, voluntary time off and overtime offers against staffing requirements, and set weekly time off allowances from the forecast so approvals never leave an interval short
- Keep the long range capacity plan current: volume, handle time, shrinkage, attrition, new hire classes and their ramp, so the client knows when to start a class and how large to make it
- Run what-if scenarios before decisions are made, such as a new queue, a product launch or an attrition spike, and show the staffing and service level effect of each option
- Review forecast against actuals every week, measure accuracy the client's way, such as MAPE or WAPE, explain each miss as volume, handle time, shrinkage or schedule fit, and adjust the next forecast
- Produce daily, weekly and monthly reports on forecast accuracy, service level, abandonment, occupancy, adherence and shrinkage in Excel, Google Sheets, Power BI or Tableau, each with a short read on what changed and what you recommend
- Hand the day's plan to the real-time analysts, review what happened intraday afterward, and when a supervisor's request would break coverage, show the interval impact and offer an alternative
- Forecast accuracy by queue inside the targets set with the client, with every miss explained in the weekly variance review
- Schedules published on the client's lead time, with no interval left short without a flagged plan
- A capacity plan the client's leaders actually use to decide when to hire and train
- Every scheduled report on time and accurate the first time
What you bring
- 2 or more years in contact center workforce management as a WFM analyst, forecaster, scheduler or capacity planner, building forecasts and schedules yourself, ideally on a US account
- Real-time analyst experience alone doesn't count for this role, and neither does building your own team's roster as a team lead or supervisor
- Hands-on with at least one WFM platform such as NICE IEX, Verint, Aspect, Genesys, Calabrio or Five9; NICE CXone, Assembled, Playvox or Talkdesk also count, and so does pulling interval reports from Avaya CMS or another ACD
- Strong Excel or Google Sheets: pivot tables, XLOOKUP or INDEX MATCH, SUMIFS, charts, and a forecasting model you built yourself
- Working knowledge of Erlang C, service level and ASA, occupancy, planned and unplanned shrinkage, interval distributions, and how forecast error turns into long holds or idle agents
- Familiar with the rules a US schedule has to respect: state meal and rest break laws, the client's overtime limits, and protected leave such as FMLA
- Careful with workforce data: you treat agent schedules, attendance, leave reasons and the client's numbers as confidential, you don't copy them into personal drives or chat apps, and you'll sign a confidentiality agreement and pass a background check, including a current NBI clearance
- Clear written English first, for forecast notes and reports a US manager can forward without editing, and clear spoken English for planning calls with the client's operations leaders
- Able to work US business hours, a night shift that starts between 8pm and 1am Philippine time depending on the client's US time zone and the time of year, and to hold that schedule long term
- Education: any bachelor's degree preferred, not required, with math, statistics, business or industrial engineering a plus; WFM experience matters more
- Real-time analyst experience before you moved into forecasting or scheduling
- SQL, Power BI or Tableau, or Excel VBA and Google Sheets automation
- Multi-skill scheduling across voice, chat and email
- Building a WFM process for a contact center that only had a spreadsheet
- SWPP training or a similar workforce planning course
Work setup
- Your own Windows 10 or 11 computer with a Core i5 or Ryzen 5 and 8 GB of RAM or more that runs the client's tools, plus two monitors, a webcam and a noise canceling headset
- Fiber internet of at least 25 Mbps with a mobile data or second provider backup
- A UPS or generator so a brownout doesn't end your shift
- A quiet, private workspace where the client's reports and agent data can't be seen by anyone else
- Tell us your city and province when you apply; we hire across regions, so one storm or outage doesn't hit everyone at once
You'll do well here if
Questions applicants ask
- Is this job work from home?
- Yes. Remote, work from home, anywhere in the Philippines, no night commute.
- How much does it pay?
- PHP 45,000 to 60,000 a month (about PHP 268 to 357 an hour). About USD 715 to 955 a month at today's exchange rate. The rate already covers night hours. Pay is in Philippine pesos (PHP).
- What are the working hours?
- Monday to Friday, US business hours (night shift in the Philippines), weekends off for most clients; a client open seven days may set a Tuesday to Saturday week; exact shift set with the client.
- When would I start?
- Hiring now.
- How do I apply?
- Use the form on this page: your resume, a few questions about this role, your expected pay and a short voice introduction you record on the page. A person reads every application.
- Does Neon Link charge a fee to apply?
- No. Neon Link never charges a fee to apply, test, train or start, and only contacts applicants from neonlink.ai email addresses.