Call Center Workforce Specialist

6 days ago

Quezon City, Philippines LeadAdvisors Full time ₱25,000 - ₱35,000
We are seeking a detail-oriented and analytical Workforce Management (WFM) Specialist to optimize scheduling, forecasting, and real-time monitoring for our BPO operations. The WFM Specialist will ensure staffing levels align with business needs, maximizing efficiency while maintaining Service Level Agreements (SLAs), agent productivity, and customer satisfaction. This role requires expertise in workforce forecasting, scheduling, intraday management, and reporting to support operational excellence.

Key Responsibilities:Workforce Planning & Forecasting:
  • Develop short-term and long-term forecasts for call volumes, chats, emails, and other customer interactions based on historical data and trends.
  • Create staffing models to ensure adequate agent coverage while optimizing costs.
  • Work with operations and HR to plan hiring and training needs based on forecasted demand.
Scheduling & Shift Optimization:
  • Generate and manage agent schedules to maintain optimal coverage across shifts.
  • Implement real-time adjustments for attendance deviations, unexpected call volume spikes, or system downtimes.
  • Optimize break and lunch schedules to maintain efficiency and service levels.
Real-Time Monitoring: (RTA - Real-Time Adherence)
  • Monitor agent adherence to schedules in real-time, addressing discrepancies immediately.
  • Track and report on absenteeism, tardiness, and unplanned leaves.
  • Provide intraday reports on call traffic and agent availability, making recommendations for adjustments as needed.
Performance Reporting & Analysis:
  • Track and analyze WFM metrics, including:
  • Service Level (SL).
  • Average Handling Time (AHT).
  • Occupancy & Utilization Rates.
  • Schedule Adherence & Compliance.
  • Shrinkage & Attrition.
  • Generate daily, weekly, and monthly reports to provide insights into staffing efficiency and operational performance.
  • Work with stakeholders to recommend process improvements based on data findings.
Collaboration with Stakeholders:
  • Work closely with Operations, Training, HR, and Quality Assurance (QA) teams to align workforce strategies with business objectives.
  • Partner with IT teams to ensure WFM tools and systems are optimized and functioning correctly.
  • Communicate with client teams and management regarding performance trends, risks, and staffing recommendations.

Preferred Competencies:
  • Experience in BPO/Call Center Operations with a focus on scheduling, forecasting, and adherence management.
  • Familiarity with Six Sigma, Lean, or Process Improvement methodologies.
  • Ability to work in fast-paced, high-pressure environments while meeting deadlines.
  • Strong teamwork and cross-functional collaboration skills.

Required Qualifications & Skills:
  • Education: Bachelor's degree in Business Administration, Operations Management, Mathematics, or a related field.
  • Experience: At least 2-years in Workforce Management, preferably in a BPO or Call Center environment.
  • Technical Skills: Proficiency in WFM software (Verint, NICE, Genesys, Aspect, IEX), Microsoft Excel (pivot tables, formulas, VLOOKUPs, macros), BI tools (Power BI, Tableau), CRM platforms (Salesforce, Zendesk, HubSpot), and basic knowledge of SQL or Python for data analysis.
  • Analytical Skills: Ability to analyze complex workforce data and translate insights into actionable recommendations.
  • Communication Skills: Strong ability to present data-driven insights to management and stakeholders.
  • Problem-Solving: Quick decision-making to optimize workforce efficiency in real-time.

Work Schedule & Location:
  • Location: Quezon City [On-site].
  • Work Hours: Our company follows Pacific Time Zone.

Compensation & Benefits:
  • Competitive salary based on experience.
  • Performance-based incentives and bonuses.
  • Training and career development programs.
  • Career growth opportunities in a dynamic environment.


About LeadAdvisors:

Welcome to LeadAdvisors.com, where innovation meets excellence in the digital landscape. We specialize in two main areas: business process outsourcing (BPO) and digital content marketing. Our expertise in BPO allows us to handle campaigns for brands across the United States, delivering exceptional results and driving growth for our clients. In the digital space, we excel in content marketing, technical SEO, guest blogging, media outreach, conversion rate optimization, UX design, and sales funnel strategy. Our dedicated professionals tirelessly create and implement strategies that enhance our client's online presence, improve search engine visibility, and generate high-quality leads.

  • Senior Workforce Optimization Specialist

    3 weeks ago

    Quezon City, National Capital Region, Philippines Manpower Core Group Inc. Full time

    Job Title: Senior Workforce Optimization SpecialistWe are seeking a highly skilled Senior Workforce Optimization Specialist to join our team at Manpower Core Group Inc. in Quezon City.Job Overview:The successful candidate will be responsible for optimizing workforce management processes, analyzing data, and developing reports to drive business growth and...

  • Senior Workforce Operations Specialist

    6 days ago

    Quezon City, National Capital Region, Philippines Manpower Core Group Inc. Full time

    Manpower Core Group Inc. is currently seeking a highly skilled Senior Workforce Operations Specialist to join their team in Quezon City.About the RoleThe successful candidate will be responsible for managing and analyzing large datasets related to call center operations, including agent performance, scheduling, and workforce metrics. This role requires...

  • Workforce Management Specialist

    1 month ago

    Cebu City, Central Visayas, Philippines RSD Human Resource Management Consultancy Full time

    We are seeking a highly skilled Workforce Management Specialist to join our team at RSD Human Resource Management Consultancy. As a key member of our organization, you will play a crucial role in managing the scheduling process of our program.The ideal candidate will have 2+ years of hands-on experience in Workforce Management (WFM) in a call center inbound...

  • Customer Service Representative

    1 day ago

    Baguio City, Cordillera, Philippines Call Center Careers Inc. Full time

    About Call Center Careers Inc.At Call Center Careers Inc., we're committed to providing top-notch customer service and sales solutions that drive business results. We're now hiring talented individuals to join our team as Telesales Specialists in our cutting-edge call center environment.Salary and BenefitsAs a valued member of our team, you can expect a...

  • Trinity Workforce Solutions Customer Support Specialist

    2 months ago

    Quezon City, National Capital Region, Philippines Trinity Workforce Solutions Full time

    About Trinity Workforce SolutionsWe are a leading provider of staffing services, and we are seeking an experienced Customer Service Representative to join our team. In this role, you will be responsible for responding to inbound inquiries from providers and members.Job SummaryWe are offering a competitive salary of $45,000 - $60,000 per year, depending on...

  • Workforce Management Expert

    6 days ago

    Quezon City, National Capital Region, Philippines LeadAdvisors Full time

    About the RoleWe are seeking a detail-oriented and analytical Workforce Management (WFM) Specialist to optimize scheduling, forecasting, and real-time monitoring for our Business Process Outsourcing (BPO) operations.This role requires expertise in workforce forecasting, scheduling, intraday management, and reporting to support operational excellence.Key...

  • Workforce Operations Specialist

    4 weeks ago

    Cebu City, Central Visayas, Philippines Visage Executive Search Full time

    Job Title: Workforce Operations SpecialistWe are seeking a highly skilled Workforce Operations Specialist to join our team. As a key member of our workforce management group, you will be responsible for ensuring the efficient operation of our business.

  • Customer Service Specialist

    1 day ago

    Baguio City, Cordillera, Philippines Call Center Careers Inc. Full time

    About Our CompanyCall Center Careers Inc. is a dynamic and growing organization dedicated to providing exceptional customer service experiences.

  • Customer Support Specialist with Experience in Call Center Operations

    1 month ago

    Quezon City, National Capital Region, Philippines Neksjob Corporation Full time

    We are seeking a highly skilled Customer Support Specialist to join our team at Neksjob Corporation. In this role, you will be responsible for handling customer calls and providing them with information, services, or troubleshooting assistance.About the JobAs a Customer Support Specialist, you will work on site and be part of our call center operations. This...

  • Operations Manager

    3 weeks ago

    Quezon City, National Capital Region, Philippines Manpower Core Group Inc. Full time

    Job SummaryWe are seeking an experienced Operations Manager to join our team as a Workforce Planning Specialist. In this role, you will be responsible for overseeing the planning and management of our workforce to ensure seamless service delivery.

  • Call Center Training Specialist

    4 weeks ago

    Olongapo City, Central Luzon, Philippines EHUMAN RESOURCE SERVICES Full time

    About eHRS">eHRS is a dynamic and innovative organization that offers exciting opportunities for professionals to grow and develop their careers.">Job Title: Call Center Training Specialist">We are currently seeking a highly skilled and experienced Call Center Training Specialist to join our team. The successful candidate will have strong organizational...

  • Workforce Optimization Analyst

    2 months ago

    Cebu City, Central Visayas, Philippines Trinity Workforce Solutions Full time

    Job OverviewAt Trinity Workforce Solutions, we are seeking a highly skilled WFM Real Time Analyst to join our team. This is an exciting opportunity for an individual to leverage their expertise in workforce management to drive business results.About the RoleWe are looking for a seasoned professional with a proven track record in analyzing and optimizing...

  • Dynamic Workforce Operations Specialist

    3 weeks ago

    Quezon City, National Capital Region, Philippines Addforce Human Resource Solution Inc Full time

    About UsAddforce Human Resource Solution Inc is a leading provider of innovative workforce management solutions.Job OverviewWe are seeking an experienced and skilled Dynamic Workforce Operations Specialist to join our team. In this role, you will be responsible for overseeing the daily operations of our workforce management system.Key...

  • Workforce Management Specialist

    1 month ago

    Cebu City, Central Visayas, Philippines Neksjob Corporation Full time

    Are you looking for a challenging role in workforce management?About the JobWe are seeking an experienced Workforce Management Specialist to join our team at Neksjob Corporation. In this role, you will be responsible for managing and analyzing data to optimize workforce performance.The ideal candidate will have a strong background in MS Office, including...

  • Call Center Performance Analyst

    1 week ago

    Quezon City, Philippines LeadAdvisors Full time ₱35,000 - ₱50,000

    We are seeking a highly analytical and detail-oriented Performance Analyst to join our BPO operations team. The ideal candidate will be responsible for monitoring, analyzing, and optimizing operational performance by tracking key metrics, generating reports, and providing data-driven insights. This role plays a crucial part in improving efficiency, agent...

  • Workforce Optimization Specialist

    3 weeks ago

    Cebu City, Central Visayas, Philippines QUESS PHILIPPINES CORPORATION Full time

    About the RoleWe are seeking a highly skilled Workforce Optimization Specialist to join our team at Quess Philippines Corporation. This is an exciting opportunity for a professional with expertise in workforce forecasting and scheduling.The ideal candidate will have a strong background in WFM, with experience in creating and managing short-term and long-term...

  • Call Center Agent

    9 months ago

    Quezon City, Philippines Lexie Staffing and Business Consulting Full time

    A call center representative is often the frontline of an organization. Call center representative duties include providing information about products and services, taking orders, responding to customer complaints, processing returns, and performing countless other activities.

  • Call Center Agent

    9 months ago

    Quezon City, Philippines Lexie Staffing and Business Consulting Full time

    A call center representative is often the frontline of an organization. Call center representative duties include providing information about products and services, taking orders, responding to customer complaints, processing returns, and performing countless other activities.

  • Call Center Agent

    9 months ago

    Quezon City, Philippines Lexie Staffing and Business Consulting Full time

    A call center representative is often the frontline of an organization. Call center representative duties include providing information about products and services, taking orders, responding to customer complaints, processing returns, and performing countless other activities.

  • Call Center Agent

    2 months ago

    Quezon City, Philippines Neksjob Philippines Full time

    Call Center Agent Financial Account - Vertis North Site / Apply Now / 19kCustomer Service Representatives handle concerns and complaints regarding goods and services. In addition to assisting consumers with returns, upgrades, and purchases, they frequently offer guidance and technical support. They typically do their business from residences, call centers,...