Workforce Specialist

7 hours ago

Quezon City, National Capital Region, Philippines Global Payments Process Centre, Inc. Full time

About the Role

This critical role is responsible for ensuring optimal staffing levels across all customer contact channels - including voice, chat and offline work - to meet service goals and operational efficiency targets. This person will develop and maintain accurate forecasts and capacity plans that drive our workforce strategy.

What we're looking for

  1. 3+ years of experience in Workforce Management, specifically in forecasting and capacity planning within a high-volume contact center or shared services environment.
  2. Bachelor's degree in Business, Finance, Mathematics, Economics, or related quantitative field is preferred.
  3. Proven expertise in developing and managing forecasts for multi-channel environments (voice, chat, email, back office).
  4. Advanced proficiency with WFM software platforms (e.g. Genesys, Verint, AWS, Talkdesk, Nice Incontact).
  5. Exceptional analytical skills with a deep understanding of statistical modeling and forecasting methodologies.
  6. Expert-level proficiency in MS Excel (pivot tables, complex formulas, VBA is a plus) and experience with data visualization tools (e.g. Tableau, Power BI).
  7. Strong verbal and written communication skills, with the ability to present complex data in an understandable and actionable manner to non-technical audiences.
  8. Open to work in the morning, mid and graveyard shifting schedules.

What you'll be doing

Forecasting

  • Develop and deliver accurate annual, monthly and weekly forecasts for contact volume and average handle time (AHT) across all channels (inbound calls, outbound calls, chat and offline work / back office tasks).
  • Analyze historical data, business drivers, marketing plans, and seasonal trends to create robust and reliable models.
  • Identify and analyze trends, anomalies, and variances in forecast versus actual results, and adjust future forecasts accordingly.
  • Present forecast performance and insights to management and stakeholders on a regular basis.

Capacity Planning

  • Conduct long-term (annual) and mid-term (quarterly) capacity planning to determine the required headcount needed to meet service level agreements (SLAs) and productivity targets.
  • Model various "what-if" scenarios related to attrition, hiring ramp-up, efficiency improvements, and new business initiatives to assess their impact on staffing needs.
  • Partner with Finance and Human Resources to translate capacity plans into recruiting and training requirements.
  • Maintain and update the capacity plan model to reflect changes in business strategy, technology, and operational processes.

Collaboration and Analysis

  • Work closely with the Scheduling team to translate long-term capacity plans into short-term staffing needs and to ensure alignment between staffing plans and actual schedules.
  • Collaborate with the Technology, Data, and Business Analytics team to refine data sources, improve forecasting models, and gain deeper insights into customer behavior and operational performance.
  • Provide data-driven recommendations to management regarding staffing strategies, process improvements, and technological investments.
  • Participate in business planning meetings to ensure workforce needs are accurately captured for new campaigns or projects.

What we offer

At Global Payments Process Centre, Inc., we are committed to providing our employees with a rewarding and fulfilling work experience. Some of the key benefits you can expect include:

  1. Competitive salary
  2. Comprehensive health and wellness package
  3. Paid time off and leave credits
  4. Opportunities for career advancement and professional development
  5. Collaborative and supportive work environment

  • Youth Workforce Development

    7 hours ago

    Quezon City, National Capital Region, Philippines The VITO Group Careers Full time

    Job Opportunity – Employment Partnership Specialist (CPSIP)Location: Quezon City (Onsite)Contract: 2-year project-basedOverview:The Employment Partnership Specialist will play a key role in connecting youth aged 19–24 with employment and entrepreneurship opportunities under the Child Path Scaling-Up Implementation Project (CPSIP). Reporting to the Youth...

  • Workforce Development Lead – Youth Programs

    7 hours ago

    Quezon City, National Capital Region, Philippines The VITO Group Careers Full time

    Job Opportunity – Youth Workforce Development Lead (CPSIP)Location: Quezon City (Onsite)Contract: 2-year project-basedOverview:The Youth Workforce Development Lead will play a pivotal role in implementing and improving the Child Path Scaling-Up Implementation Project (CPSIP) for youth aged 19–24. Reporting to the Program Manager, the role oversees a...

  • Workforce Development Lead – Youth Programs

    7 hours ago

    Quezon City, National Capital Region, Philippines The VITO Group Careers Full time

    Job Opportunity – Youth Workforce Development Lead (CPSIP)Location: Quezon City (Onsite)Contract: 2-year project-basedOverview:The Youth Workforce Development Lead will play a pivotal role in implementing and improving the Child Path Scaling-Up Implementation Project (CPSIP) for youth aged 19–24. Reporting to the Program Manager, the role oversees a...

  • Workforce Forecast Planner

    7 hours ago

    Quezon City, National Capital Region, Philippines Global Payments Full time

    Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results....

  • Workforce Scheduler

    7 hours ago

    Quezon City, National Capital Region, Philippines TASQ Staffing Solutions Full time

    About the job Workforce Scheduler (Quezon City) | OnsiteWork Setup: Onsite - 1 needed each for Bridgetowne and North EDSAShift: Graveyard ScheduleRequirements:At least 1 year experience as WFM Scheduler in a BPO/Call Center SetupAll candidates must be amenable to start ASAP. RESPONSIBILITIES:Service PlanningThe scheduling and service planning specialist is...

  • Workforce Scheduler

    7 hours ago

    Makati City, National Capital Region, Philippines TASQ Staffing Solutions Full time

    About the job Workforce Scheduler (Makati) | OnsiteWork Setup: OnsiteShift: Graveyard ScheduleRequirements:At least 1 year experience as WFM Scheduler in a BPO/Call Center SetupAll candidates must be amenable to starting ASAP.The workforce scheduler is expected to understand and may forecast contact center transaction volumes, trends, and average handle...

  • Specialist Operational Workforce Management

    7 hours ago

    Makati City, National Capital Region, Philippines IHG Hotels & Resorts Full time

    Role PurposeA WFM professional that provides Operational WFM analytical support and consultative guidance around established WFM processes and procedures. Enabling and educating the Operational Teams on the proper use of established WFM policies and procedures to assist in leading the Operational Teams to optimize costs, revenue delivery, and guest...

  • Call Center Workforce Scheduler

    7 hours ago

    Makati City, National Capital Region, Philippines TASQ Staffing Solutions Full time

    About the job Workforce Scheduler (Makati) | OnsiteRequirements:At least 1 year experience as WFM Scheduler in a BPO/Call Center SetupWe need people who can start immediately or who are on their final few days of rendering their resignation.Work Setup: OnsiteShift: Graveyard ScheduleThe workforce scheduler is expected to understand and may forecast contact...

  • Workforce Management Systems Expert

    7 hours ago

    Quezon City, National Capital Region, Philippines Global Payments Full time

    Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results....

  • Specialist, WFM Administration

    7 hours ago

    Quezon City, National Capital Region, Philippines TTEC Full time

    Specialist – Workforce Management – AdministrationAt TTEC, we're all about the Human Experience. Elevated. As a Specialist – Workforce Management – Administration workingREMOTELYinNovaliches, Quezon City Philippines, you'll be a part of creating and delivering amazing customer experiences while you also #ExperienceTTEC, an award-winning employment...