Senior Workforce Optimization Specialist

3 days ago

Lipa City, Calabarzon, Philippines beBeeExpert Full time ₱1,800,000 - ₱3,420,000
Workforce Management Expert

The Workforce Management Expert plays a pivotal role in driving business growth by providing strategic workforce planning and optimization solutions. This expert will lead efforts to streamline processes, minimize inefficiencies, and maximize productivity while maintaining exceptional client satisfaction.

This individual will be responsible for:

  1. Maintaining accurate forecasts, capacity plans, and schedule plans to ensure seamless operations;
  2. Generating timely and precise forecasts, capacity plans, and schedules to meet evolving business needs;
  3. Developing strategic recommendations to improve productivity while balancing service levels and meeting client expectations;
  4. Providing consultation to operations/account management on staffing and volumes using advanced analytics and modeling techniques;
  5. Collaborating with operations to develop efficient processes for shift types, vacations, and other schedule exceptions strategies that maintain the employee needs/client requirements balance;
  6. Recommending roles and responsibilities with operations to provide the best opportunity for meeting client and internal measures and expectations;
  7. Coordinating with other departments to identify hiring strategies and required tour groups for new programs and attrition replacements;
  8. Managing the implementation of new programs from a Forecast, Capacity Planning, and Scheduling perspective;
  9. Supporting an environment that encourages coworkers to exceed customers' expectations through coaching and training;
  10. Ensuring all reference materials are up-to-date and easily accessible;
  11. Facilitating daily and weekly meetings among key stakeholders to drive collaboration and alignment;
  12. Leading conference calls with AEs and RODs to communicate and recommend staffing changes and scheduling scenarios;
  13. Partnering closely with local real-time support resources to ensure seamless issue resolution.

This is an exciting opportunity for someone who has:

  1. 2+ years previous contact center WFM experience;
  2. High proficiency with computers and strong analytical skills;
  3. Excellent knowledge and use of word processing, spreadsheets, and database systems;
  4. Broad knowledge of inbound contact center environments;
  5. Exceptional verbal and written communication skills;
  6. The ability to multitask in a professional and courteous manner;
  7. Superb listening, probing, negotiation, and de-escalation skills;
  8. Must have analytical and troubleshooting expertise;
  9. Ability to provide on-call support and work a flexible schedule;
  10. Must be able to work various shifts, including holidays in a 24x7 operating environment.

We offer a dynamic work environment that fosters growth and development. Our company values exceptional individuals who share our passion for delivering next-generation customer experiences. If you're a motivated and results-driven professional looking to make a meaningful impact, we encourage you to apply.

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