Workforce Management Specialist
3 days ago
RSD Human Resources Management Consultancy is seeking a highly skilled Workforce Management Specialist to join our team. As a key member of our workforce management team, you will be responsible for leading a team of WFM Analysts and generating long-range and short-term forecasts at various intervals.
About the RoleOur ideal candidate will have 4 years of experience in Workforce Management in a contact center environment, with a strong background in scheduling and forecasting. They will be able to balance service goals with staff preferences, create accurate schedules, and maintain staffing models and resource plans.
Responsibilities- Lead a team of WFM Analysts and manage workload to ensure efficient operations
- Generate long-range and short-term forecasts to inform business decisions
- Create and update staffing models and resource plans to meet business needs
- Develop and implement effective scheduling strategies to balance service goals and staff preferences
To be successful in this role, you will need:
- 4 years of experience in Workforce Management in a contact center environment
- 2 years of experience in scheduling and forecasting
- A strong analytical mindset and ability to interpret data
- Excellent communication and leadership skills
- Proficiency in using Blue Pumpkin/Impact 360 or Aspect eWFM software
- A willingness to work night shifts and collaborate with onshore client teams
We offer a competitive salary range of PHP 80,000 - 120,000 per month, depending on experience and qualifications. Our comprehensive benefits package includes opportunities for professional growth and development, a dynamic and supportive work environment, and a chance to make a meaningful contribution to our organization.
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