Senior Workforce Optimization Specialist

2 days ago

Mabalacat, Central Luzon, Philippines beBeeWorkforce Full time ₱1,000,000 - ₱1,500,000
Job Summary:

The WFM Resource Planning Analyst drives strategic workforce management initiatives to optimize resource allocation and minimize client dissatisfaction.

This position requires a proactive approach, considering all aspects of work planning, including staffing, volume, and schedule optimization.

The ideal candidate will have strong analytical and problem-solving skills, with experience in contact center workforce management tools.

Key Responsibilities:
  • Develop accurate forecasts, capacity plans, and schedule plans to ensure efficient use of resources.
  • Provide consultation to Operations/Account Management on staffing and volumes using staffing models for new or adjusted forecasted assumptions.
  • Collaborate with other departments to identify hiring strategies and required tour groups for new programs and attrition replacements.
  • Implement new programs from a Forecast, Capacity Planning, and Scheduling perspective.
Requirements:
  • 2+ years previous Contact Center WFM experience.
  • High proficiency with computers, Excellent knowledge and use of word processing, spreadsheets, and database systems.
  • Experience in WFM Tools; IEX, eWFM, CMS, Avaya, Geotel, etc.
  • Broad knowledge of inbound contact center environment.
  • Exceptional verbal and written communication skills.
  • The ability to multi-task in a professional & courteous manner.

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