Workforce Management Specialist

19 hours ago

Manila, National Capital Region, Philippines beBeeService Full time $40,000 - $50,000

Job Overview

The Shared Services Specialist plays a critical role in managing live operations across multichannel support environments. This position is responsible for monitoring agent activities, queues, and service levels in real time to ensure optimal staffing, adherence, and performance across all channels.


Key Responsibilities:
  • Monitor real-time performance metrics, including agent adherence, occupancy, queue volume, and SLA targets across Recoveries and Customer Care Functions.
  • Proactively identify risks to service levels (e.g., understaffing, high call/chat volumes) and implement real-time schedule adjustments or escalations.
  • Communicate with Team Leads and Supervisors to reallocate resources and manage coverage gaps.
  • Track and log non-adherence events, offline activities, and exceptions (e.g., breaks, training, system issues).
  • Collaborate with WFM Planning and Scheduling teams to ensure consistency between forecasts and intraday performance.
  • Ensure accurate status codes are used in all WFM systems and assist with cleanup or corrections if needed.
  • Provide hourly or end-of-day reporting to Operations on key KPIs and service-level performance by channel.
  • Support shift start check-ins, flagging potential risks or deviations early in the day.
  • Act as the first point of contact for live operations escalations related to agent availability, queue status, or system issues.

Additional Responsibilities:
  • Assist on account endorsement processing for third party service providers.
  • Regular and monthly update on vendor performance and reporting.

Dialer & Reports:
  • Automation and optimization of reports, insights, and data collection.
  • Support the Recoveries Team on long range planning projects and ad-hoc requests.
  • Manage the Recoveries Dialer specifications, functionalities, operations, and reports.
  • Regular update on dialer reporting and call segmentation.

Requirements

This role requires a minimum of 1 year in a contact center environment, preferably in real-time analyst or WFM roles. The ideal candidate will have familiarity with WFM tools and real-time dashboards, as well as strong problem-solving and decision-making skills in high-pressure environments.


Benefits

We offer flexible shifts, including weekends or holidays, as required by operational needs. Our team values diversity and inclusion, and we're proud to have a global team that represents a multitude of backgrounds, cultures, and experiences.


About Us

Our vision is to build a new financial ecosystem where everyone can participate on equal footing and access the tools they need to be financially healthy. We strive to foster innovation through inclusion and welcome talented people from diverse backgrounds.

  • Leading Workforce Optimization Specialist

    5 days ago

    Manila, National Capital Region, Philippines beBeeLogistics Full time ₱800,000 - ₱1,200,000

    Workforce Optimization SpecialistWe are seeking a seasoned Workforce Optimization Specialist to join our team in Calamba, Laguna. In this role, you will be responsible for ensuring strategic goals are met through effective workforce planning and management.Key Responsibilities:Develop and implement strategic workforce plans that align with business...

  • Workforce Management Specialist

    12 hours ago

    Manila, National Capital Region, Philippines MicroSourcing Full time $40,000 - $60,000 per year

    Discover your 100% YOU with MicroSourcingPosition:Workforce Management Specialist (Large-Scale)Location:Global One, Eastwood, Quezon CityWork setup & shift:Onsite|DayshiftWhy join MicroSourcing?You'll have:Competitive Rewards*: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion,...

  • WORKFORCE MANAGER

    11 hours ago

    Manila, National Capital Region, Philippines Global Group Innovative Services, Inc. Full time ₱43,000 - ₱90,000 per year

    NOW HIRING – WORKFORCE MANAGER & WORKFORCE SUPERVISOR(Onsite | Night Shift)We are seeking experienced Workforce Management professionals to join our growing team.Workforce Manager – Makati | Night Shift | Up to 85,000 to 90,000Proven leadership experience as a Senior WFM Supervisor, Assistant Manager, or WFM ManagerStrong analytical, forecasting, and...

  • Systems Engineer, Workforce Access Management

    1 day ago

    Manila, National Capital Region, Philippines beBeeIdentity Full time $90,000 - $120,000

    Job Title: IT Security SpecialistCanva is seeking a skilled IT Security Specialist to join our Workforce Access Management (WAM) team. This role will be responsible for delivering secure and scalable Identity & Access Management services for Canvanauts.The WAM team is a pivotal part of the IT Platform, aiming to innovate the foundational infrastructure of...

  • Workforce Manager

    11 hours ago

    Manila, National Capital Region, Philippines Engie Full time $80,000 - $120,000 per year

    SUMMARYThe Workforce Manager will report to the Head of Resource Data Management supporting global operations. This role is responsible for aligning workforce capacity with business needs, managing utilization rates, client volume, and financial targets. This role leads forecasting and workforce optimization efforts that support service delivery, revenue...

  • Workforce Supervisor

    10 hours ago

    Manila, National Capital Region, Philippines IntouchCX Full time ₱900,000 - ₱1,200,000 per year

    About IntouchCXIntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term...

  • Workforce Manager

    10 hours ago

    Manila, National Capital Region, Philippines Nezda Global Full time $90,000 - $120,000 per year

    About the RoleThis senior individual contributor role ownsforecasting, scheduling, quality assurance, and performance analyticsfor multiple lines of business. You'll be the subject matter expert on workforce tools likeVerintandAmazon Connect Scheduler, guiding decisions that improve efficiency, service quality, and customer satisfaction.Key...

  • Workforce Management Specialist

    11 hours ago

    Manila, National Capital Region, Philippines ING Full time $40,000 - $80,000 per year

    Role:Sustain common workforce management tasks (reporting, identifying trends, preparing presentations, training specific to WFM tools and capabilities, capacity planning). Forecasting volume and utilizing the forecasted data to create optimized employee schedules and seat allocation. FTE and volume management which includes managing peaks and uplifting...

  • Workforce Management Specialist

    2 days ago

    Manila, National Capital Region, Philippines ING Full time

    Role:Sustain common workforce management tasks (reporting, identifying trends, preparing presentations, training specific to WFM tools and capabilities, capacity planning).Forecasting volume and utilizing the forecasted data to create optimized employee schedules and seat allocation.FTE and volume management which includes managing peaks and uplifting...

  • Workforce Management Specialist

    4 days ago

    Manila, National Capital Region, Philippines beBeeWorkforce Full time ₱900,000 - ₱1,200,000

    Job OverviewA Workforce Management Analyst is responsible for managing resources to ensure the correct number of agents are available at the right times to handle incoming calls at the desired service level.">Interprets data to formulate and implement modifications to staffing plans for agent schedules and skill assignments.Uses independent judgment to...