Workforce Specialist

Nextvas Inc., a leading provider of business process outsourcing solutions specializing in virtual assistant services and bespoke solutions, is seeking a dedicated Workforce Specialist. As a Workforce Specialist at Nextvas, you will be instrumental in ensuring the smooth management of workforce operations, optimizing resource allocation, and helping the company achieve operational efficiency while maintaining high service standards.

Key Responsibilities

• Develop and manage workforce forecasts, staffing models, and schedules based on historical data and real-time trends.
• Utilize workforce management (WFM) tools to track and analyze performance metrics such as service levels, occupancy, shrinkage, and adherence.
• Collaborate with leadership to ensure resource optimization and accurate staffing for all support channels.
• Monitor real-time contact volume and staffing levels, taking proactive steps to mitigate service impacts.
• Generate and analyze reports to identify trends, gaps, and areas for operational improvement.
• Partner with QA and Training teams to align workforce plans with quality and performance initiatives.
• Maintain documentation of WFM processes and recommend improvements to enhance efficiency.
• Support planning for peak periods and campaign launches through scenario modeling and capacity planning.
• Communicate updates and insights to leadership in both the US and the Philippines.

Required Qualifications

• Graduate of BS IT or BS Computer Science.
• Proven experience in workforce planning, real-time management, or operations support.
• Familiarity with workforce management software and scheduling tools.
• Excellent analytical skills and a keen eye for identifying trends and anomalies in data.
• Strong written and verbal communication skills to collaborate across teams and regions.
• Ability to work under pressure and manage multiple tasks simultaneously.
• High attention to detail and a commitment to accuracy in all work.
• Experience in the business process outsourcing (BPO) industry is a plus.

Key Competencies

• Analytical mindset with problem-solving abilities
• Strong organizational and time-management skills
• Clear and confident communicator
• Detail-oriented and quality-focused
• Ability to thrive in a dynamic and fast-paced environment
• Collaborative and team-oriented
• Self-starter with a proactive work ethic

Job Type: Full-time

Pay: Php15, Php16,000.00 per month

Benefits:

• Company events
• Health insurance
• Opportunities for promotion
• Paid training

Experience:

• workforce, real-time management, or operations support: 1 year (Required)

Work Location: In person