Workforce Management Specialist

WebBeds Manila, National Capital Region, Philippines WebBeds Manila, National Capital Region, Philippines 1 day ago Be among the first 25 applicants Get AI-powered advice on this job and more exclusive features. Overview The Workforce Management Specialist is responsible for delivering accurate forecasting and scheduling to ensure the right staffing levels are in place to meet business needs and service level objectives. This role ensures efficiency by balancing customer demand, operational targets, and employee engagement, while providing insights to support data-driven decision-making. What makes us stand out? We are a wholesale global travel organisation We have 1500+ people speaking 50+ languages in 120+ cities across 50+ countries We partner with over 430,000 properties in more than 15,000 destinations We work with more than 44,000 travel companies in 139 source markets In This Role You Will Develop accurate short and long term demand forecasts using historical data, trends, and business inputs Create, maintain, and optimize schedules to align staffing with forecasted demand Monitor and report on schedule adherence, coverage, and variances Partner within Operational teams to incorporate new initiatives, events, or changes into workforce plans Conduct ongoing analysis of forecast and schedule accuracy, recommending adjustments for continuous improvement Provide reporting and insights on staffing efficiency, productivity, and service level performance Key Elements Forecast accuracy (variance between forecasted and actual volumes) Schedule efficiency (match between staffing supply and demand) Service level and occupancy performance against targets Adherence to published schedules Timely delivery of workforce reports and insights to stakeholders Continuous Learning and Development: stay updated with industry trends, WFM tools and techniques Strong understanding of key contact center metrics (AHT, SLAs, shrinkage, occupancy, adherence) Strong analytical, numerical, and problem-solving abilities Excellent attention to detail and accuracy in reporting Effective communication skills to present data and recommendations to stakeholders Ability to work in a fast-paced environment with shifting priorities Strong collaboration and interpersonal skills to work with cross-functional teams Advanced proficiency in Microsoft Excel At least 2 years of experience in Workforce Management or related field, preferably in a contact center environment Data Analysis & Reporting – Track KPIs and produce actionable reports Forecasting & Scheduling – Building and maintaining schedules, shift patterns, and headcount plans Capacity Planning – Exposure to long-term and short-term workforce planning Real-Time Management – Monitoring queues and adjusting staffing WFM Tools Proficiency – Experience with NICE, Verint, Aspect, Genesys, or Zendesk WFM SQL and PowerBI knowledge is a plus Experience with SharePoint is a plus Familiarity with Five9 and Zendesk products, particularly the WFM tool Why choose us as your next destination? We are proud of our dedicated team of friendly, energetic and passionate professionals. Our people are key to the success of our business and everyone at WebBeds has a unique role to play as we drive the company forward. Internationally diverse group of experts Dynamic environment with opportunities to grow and impact change Leading position in a disruptive, fast-growing travel market Culture focused on collaboration, empowerment and innovation Find out more about the WebBeds business at Seniority level: Not Applicable Employment type: Other Job function: Project Management and Information Technology Industries: Travel Arrangements Referrals increase your chances of interviewing at WebBeds by 2x Sign in to set job alerts for “Workforce Management Specialist” roles. HR Services Specialist (Benefits Management) – several locations in National Capital Region, Philippines #J-18808-Ljbffr