Operational Excellence Specialist

4 days ago


Taguig, National Capital Region, Philippines Firstsource Full time
Seniority Level and Employment Type

This is a mid-senior level full-time position at Firstsource Ltd.

About the Role

The successful candidate will be responsible for overseeing workforce planning, scheduling, and real-time management to optimize staffing levels and improve operational efficiency. They will work closely with stakeholders to ensure workforce strategies align with business goals and objectives.

Key Skills and Qualifications
  • Bachelor's degree in Business, Operations, or a related field.
  • 5+ years of experience in Workforce Management, with at least 2 years in a leadership role.
  • Strong expertise in forecasting, scheduling, and real-time workforce management.
  • Proficiency in WFM tools such as Verint, NICE, IEX, Aspect, or similar platforms.
  • Excellent analytical, problem-solving, and decision-making skills.
  • Strong communication and stakeholder management abilities.
  • Experience in BPO, Contact Centers, or similar environments preferred.


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