Workforce Management Specialist

WebBeds Manila, National Capital Region, Philippines

WebBeds Manila, National Capital Region, Philippines

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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

• 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

• 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

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

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