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Human Resource Optimization Specialist

1 week ago


Taguig, National Capital Region, Philippines Tata Consultancy Services Full time
About the Role

This position involves overseeing the entire workforce management lifecycle, from forecasting and scheduling to performance monitoring and reporting.

Key Responsibilities
  1. Workforce Forecasting:
    • Use historical data and trend analysis to accurately forecast future staffing needs and demand fluctuations.
    • Develop and maintain forecasting models to optimize resource allocation.
  2. Labor Resource Scheduling:
    • Develop and manage employee schedules to ensure adequate coverage during peak hours.
    • Coordinate shift patterns, break schedules, and time-off requests while maintaining compliance with labor laws and company policies.
    • Monitor schedule adherence and make adjustments as needed to address absenteeism or changes in demand.
  3. Performance Analysis:
    • Track KPIs like service levels, call abandonment rates, and agent productivity.
    • Provide regular performance reports and actionable insights to senior management.
    • Identify areas for improvement and recommend corrective actions.
  4. Team Management:
    • Lead a team of WFM analysts, planners, and schedulers to ensure efficient workforce operations.
    • Provide ongoing training, coaching, and performance evaluations to enhance the team's skill set.
    • Foster a positive team culture to drive performance and engagement.
  5. Tech Utilization:
    • Use WFM software, analytics tools, and systems to gather data, generate forecasts, and create schedules.
    • Stay up-to-date on the latest workforce management tools and technologies.
    • Collaborate with IT and other departments to optimize system performance and integrate data sources.
  6. Budget Management:
    • Analyze labor costs and staffing efficiency to ensure optimal resource allocation.
    • Propose adjustments to headcount or scheduling practices to balance cost-saving efforts with meeting service targets.
  7. Stakeholder Engagement:
    • Work closely with HR to manage staffing levels, hiring, and training.
    • Partner with senior leaders, operations managers, and other departments to align workforce strategies with organizational goals.
    • Engage with external vendors and contractors when necessary.