WFM Planning and Optimization Specialist

1 week ago

Hagonoy, Central Luzon, Philippines beBeeJobOpening Full time ₱6,000,000 - ₱8,000,000
WFM Planning Expert

The WFM planning expert is a pivotal role that involves providing strategic guidance to the organization in workforce management areas such as forecasting, scheduling, and analysis. The primary responsibility of this position is to support processes that maximize workflow while minimizing causes of client and customer dissatisfaction.

We expect greater performance from our team members. If you are looking for a challenging role that allows you to grow professionally, come and find it with us.

In this role, you will:
  • Maintain accurate forecasts, capacity plans, and schedule plans to ensure seamless operations.
  • Develop and implement efficient scheduling strategies that meet service level requirements.
  • Provide consultation to Operations/Account Management on staffing and volumes utilizing advanced analytics and modeling techniques.
  • Work with Operations to develop process improvements for shift types, vacations, and other schedule exceptions strategies.
  • Recommend roles and responsibilities with Operations to achieve optimal productivity and service levels.
  • Coordinate 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.
  • Support an environment that encourages team members to exceed customer expectations.
  • Ensure that all reference materials are up-to-date.
  • Facilitate, lead, and participate in daily and weekly meetings among key stakeholders.
  • Lead conference calls with AEs and RODs to communicate and recommend staffing changes and scheduling scenarios.
We are looking for someone who has:
  • 2+ years previous Contact Center WFM experience with a proven track record of success.
  • High proficiency with computers and excellent knowledge of word processing, spreadsheets, and database systems.
  • Experience with WFM tools such as IEX, eWFM, CMS, Avaya, Geotel, etc.
  • Broad knowledge of inbound contact center operations.
  • Exceptional verbal and written communication skills.
  • The ability to multi-task in a professional and courteous manner.
  • Superb listening, probing, negotiation, and de-escalation skills.
  • Must have analytical and troubleshooting expertise.
  • Ability to provide on-call support and work a flexible schedule.
  • Must be able to work various shifts, including holidays in a 24x7 operating environment.
About Our Organization

We are a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve satisfaction and loyalty for our clients.

We offer a fun and high-performing culture where exceptional individuals work together to deliver next-generation customer experiences. We value diversity, equity, and inclusion, and we are an equal opportunity employer.

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