Workforce Management Specialist

1 week ago

Manila, Philippines ING Full time

Role: Sustain common workforce management tasks (reporting, identifying trends, preparing presentations, training specific to WFM tools and capabilities, capacity planning). Forecasting volume and utilizing the forecasted data to create optimized employee schedules and seat allocation. FTE and volume management which includes managing peaks and uplifting capacity via overtime and flexible workforce. Assigning employees to schedules based on their preferences and business rules and managing intraday activities. Analyzes workflow and staffing work assignments to ensure operational benchmarks are met. Monitors the department’s performance through reports and raw data. Works directly with the leads to coordinating daily activities across functional units. Responsible for accurate reporting of the daily, weekly, and monthly SLAs. Incident management - Identifies, documents and reports systems performance issues as they impact the department. Develop partnerships with other internal groups and business units to improve speed of issues resolutions and to recommend improvements. Take ownership on risk management for your service area and assess and mitigate financial and non-financial risk while executing complex business processes, to protect the organization from undue risks. Good Understanding for Financial Industry regulatory requirements Ability to define escalation procedures for new business lines and enhance existing on a per need basis Communicate to a diverse audience in an open, transparent, and convincing manner the organization’s strategy; challenge colleagues to align with the overall Group strategy and relay the macro and micro-trends and reality impacting the organization’s position. Thrive in complexity – you can succeed despite uncertainty; is highly collaborative, constructive, and results-driven. Provides recommendation for capacity improvements based on trends and contributes to annual efficiency target #J-18808-Ljbffr

  • Workforce Management Specialist

    2 weeks ago

    Manila, National Capital Region, Philippines WebBeds Full time ₱450,000 - ₱900,000 per year

    Who is WebBeds?WebBeds is the fastest growing and most significant accommodation supplier to the travel industry. We are a global company offering ground services (hotels, transfers, tours, activities) to travel professionals. Our products help our partners and customers to create amazing Travel experiences.Our Products range from a Retail Online platform,...

  • Workforce Manager

    3 weeks ago

    Manila, Philippines Sound Decisions Full time

    Were seeking a Workforce Manager to own end-to-end workforce management for our customer-facing operations. You will lead forecasting, capacity planning, scheduling, real-time management, and performance reporting to ensure we meet service levels efficiently while controlling costs. This role partners closely with Operations, Finance, HR, and Technology to...

  • Workforce Management Analyst

    5 days ago

    Manila, National Capital Region, Philippines JPMorganChase Full time $80,000 - $120,000 per year

    JOB DESCRIPTIONIf you're looking to support a Payment Solutions Center, from a workforce management perspective, you have found the right place. The Workforce Management team provides workforce products, technologies, scheduling, forecasting and real time support for the Payments Solution Center contact centers.As a Workforce Analyst in Payments, you will be...

  • BPO Workforce Management Specialist

    2 weeks ago

    Manila, Philippines Crescendo Full time

    BPO Workforce Management Specialist (Hybrid) Crescendo Manila, National Capital Region, Philippines About Us Crescendo represents peak CX performance in the AI era. We combine world‑class outsourcing expertise with innovative technology to set a new standard in CX and operations, delivering results that scale and support that never sleeps. More than that,...

  • Workforce Senior Specialist II

    1 week ago

    Manila, National Capital Region, Philippines JPMorganChase Full time ₱1,200,000 - ₱2,400,000 per year

    JOB DESCRIPTIONAre you ready to join the team that is responsible for identifying the needs of call-center lines of businesses and optimizing service levels in real-time? Our team is a highly-collaborative inclusive environment where we value relationship-building, strategic thinking and solution-oriented members.As a Workforce Senior Specialist II on the...

  • Workforce Manager

    2 weeks ago

    Manila, National Capital Region, Philippines INTELASSIST INC. Full time ₱1,200,000 - ₱2,400,000 per year

    Employment Type: Full-Time EmploymentWork Setup: Hybrid SetupWork Schedule: Night Shift (Following U.S. Eastern Time Zone)Location: Eastwood, Libis, Quezon CitySalary Package: Up to 80,000 PHP/MonthlyPosition OverviewThe Workforce Manager is responsible for the strategic and tactical planning of contact center staffing and resources to ensure service...

  • Workforce Supervisor

    3 weeks ago

    Manila, Philippines IntouchCX Full time

    IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with...

  • Workforce Management Analyst

    4 weeks ago

    Manila, Philippines RSD Human Resource Management Consultancy Full time

    Recruitment Team Manager - Executive Hiring at RSD Human Resource Management Consultancy What We're Looking For Qualifications: Minimum of 1 year of experience in any Workforce function (e.g., Real-Time Analyst, Forecaster, Scheduler, Capacity Planner). Extensive knowledge in capacity planning is a must. Must be willing to work on-site at either our Las...

  • BPO Workforce Management Specialist

    1 week ago

    Manila, National Capital Region, Philippines PartnerHero Full time ₱400,000 - ₱800,000 per year

    Role DetailsType of Support: Workforce ManagementContract Duration: TemporaryWork Type and Location: Hybrid, Taguig or CubaoExpected Start Date: ASAP About UsCrescendo represents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations, delivering results that...

  • BPO Workforce Management Specialist

    1 week ago

    Manila, National Capital Region, Philippines PartnerHero Full time ₱400,000 - ₱800,000 per year

    Role DetailsType of Support: Workforce ManagementContract Duration: Full TimeTraining Schedule: To be DeterminedProduction Schedule: To be DeterminedWork Type and Location: Hybrid, Cubao or TaguigExpected Start Date: ASAP About UsCrescendo represents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology...