Senior Workforce Specialist
10 hours ago
Maya Mandaluyong, National Capital Region, Philippines
Senior Workforce SpecialistMaya Mandaluyong, National Capital Region, Philippines
Fueling FinTech with Human Capital | Talent Acquisition Partner @ Maya Bank What you will do:- Develop daily, weekly, monthly, and annual demand forecasts using historical data, volume trends, and business drivers.
- Build and maintain capacity plans that align staffing requirements with operational targets.
- Work with Vendors to create efficient schedules that optimize agent availability, shrinkage allowances, and occupancy rates.
- Monitor real-time operations performance and recommend intraday adjustments to meet SLAs.
- Generate and maintain over and under reports showing variances between forecasted and actual staffing, along with recommendations for corrective action.
- Partner with recruitment and training teams to ensure adequate pipeline and timely onboarding of resources.
- Conduct “what-if” analyses to assess the impact of operational changes, campaigns, or peak season volumes.
- Provide timely workforce and performance reports to operations leadership, highlighting risks and proposed actions.
- Track and improve forecast accuracy, schedule adherence, and utilization rates.
- Ensure workforce management systems are updated, accurate, and aligned with operational processes.
- Collaborate with operations managers to implement resource optimization strategies.
- Bachelor’s degree or graduate of a 4-year course
- Minimum 2–3 years of experience in workforce management, capacity planning, or operations planning (preferably in a contact center or BPO).
- Proficiency in workforce management tools and strong Excel skills.
- Solid understanding of contact center metrics (AHT, SL, FCR, shrinkage, occupancy).
- Experience creating and analyzing overs and unders or similar variance reports.
- Strong analytical, problem-solving, and decision-making abilities.
- Excellent communication and stakeholder management skills.
- Mid-Senior level
- Full-time
- Analyst, Business Development, and Strategy/Planning
- Financial Services, Banking, and IT Services and IT Consulting
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