Workforce Management

1 day ago

Mandaluyong City, National Capital Region, Philippines 5b556e8c-6233-4f75-92bd-7f3f917efbe6 Full time ₱900,000 - ₱1,200,000 per year

Forecasting & Planning:

Develop short- and long-term forecasts using historical data, trends, and business drivers.

Conduct capacity planning and provide insights to align staffing with anticipated workload.

Scheduling:

Create efficient schedules that meet business requirements and service level objectives.

Adjust schedules based on business needs, shrinkage trends, and agent availability.

Real-Time Management (RTA):

Monitor real-time service levels, occupancy, and agent adherence.

Respond proactively to intraday issues such as high call volumes, absenteeism, or system outages.

Reporting & Analytics:

Generate and analyze WFM reports (e.g., staffing efficiency, adherence, forecast accuracy).

Identify performance trends and provide actionable insights to improve WFM processes.

Bachelor's degree in Business, Statistics, Mathematics, or a related field (or equivalent experience).

2+ years of experience in workforce management, preferably in a contact center or service environment.

Strong analytical and problem-solving skills.

Proficiency in WFM tools (e.g., NICE IEX, Verint, Aspect, or similar).

Advanced Excel skills; experience with SQL or data visualization tools is a plus.

Excellent communication and organizational skills.

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