Workforce Optimization Lead

3 days ago


Taguig, National Capital Region, Philippines Firstsource Full time

We are seeking an experienced Workforce Optimization Lead to oversee forecasting, scheduling, and real-time management. The ideal candidate will play a critical role in optimizing staffing, improving operational efficiency, and ensuring workforce strategies align with business goals.

Job Description
  • Workforce Planning & Forecasting:
    • Analyze historical data to create accurate workforce forecasts.
    • Develop scheduling strategies to optimize staffing levels and productivity.
    • Collaborate with stakeholders to ensure workforce plans align with business needs.
  • Real-Time Management & Scheduling:
    • Monitor real-time staffing and make adjustments to improve service levels.
    • Manage shrinkage, absenteeism, and adherence to optimize workforce efficiency.
    • Implement strategies to reduce downtime and enhance operational performance.
  • Reporting & Data Analysis:
    • Generate and analyze workforce reports to track key performance metrics.
    • Identify trends and recommend data-driven solutions for efficiency improvements.
    • Ensure accurate reporting of schedule adherence, occupancy, and productivity.
  • Stakeholder Collaboration:
    • Work closely with operations, HR, and senior management to align workforce strategies.
    • Communicate workforce plans and updates effectively to relevant teams.
    • Provide insights and recommendations for process improvements.

This is a mid-senior level role requiring strong expertise in forecasting, scheduling, and real-time workforce management. Proficiency in WFM tools such as Verint, NICE, IEX, Aspect, or similar platforms is essential.



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