WFM Senior Executive

4 hours ago

Quezon City, National Capital Region, Philippines Comrise Full time ₱800,000 - ₱1,500,000 per year

Job Responsibilities

  • Prepare and send interval/hourly reports such as Attendance Reports, Intraday Performance Reports, Productivity Reports, and others as required.
  • Monitor, track, and document system issues that may affect operations.
  • Monitor all factors that may impact Service Levels (SLs) and implement appropriate actions to resolve or minimize these impacts.
  • Perform oversight responsibilities to ensure all SLA targets are consistently met.
  • Evaluate schedule adherence and operational events that affect productivity, including absenteeism and system outages.
  • Provide real-time intervention to resolve emerging operational issues.
  • Conduct real-time monitoring and reporting of schedule deviations (e.g., breaks, absenteeism, late/early logins, non-adherence).
  • Process real-time requests related to schedule adjustments, off-phone activities, and profile changes.
  • Communicate daily Service Level (SL) performance reports to WFM and Operations leadership teams.
  • Initiate escalation procedures for system outages and SLA risks.
  • Execute mitigation strategies to ensure SL performance is achieved.
  • Serve as the primary liaison between WFM and Site Operations, fostering a strong collaborative partnership.
  • Perform additional tasks as assigned by the WFM Supervisor.

Qualifications

  • Willing to work onsite in Quezon City.
  • 2–3 years of Workforce Management experience in a Customer Service environment.
  • Experience in Real-Time Analysis and Reporting tasks is required.
  • Amenable to work onsite, on night shift, and with weekend rest days.
  • Proficient in MS Office, especially MS Excel (Power Query, Power Pivot, Data Modeling), and Google Suite.
  • Strong verbal and written English communication skills.

Job Types: Full-time, Permanent

Benefits:

  • Company Christmas gift
  • Company events
  • Health insurance
  • Paid training

Application Question(s):

  • How many years of Workforce Management (WFM) experience do you have in a Customer Service environment?
  • How many years have you worked as a Real-Time Analyst or in a similar real-time monitoring/reporting role?
  • How many years of experience do you have using advanced Excel tools (Power Query, Power Pivot, Data Modeling)?
  • What is your asking monthly salary in PHP?
  • Viber number:

Work Location: In person

  • WFM Business Intelligence Analyst

    5 hours ago

    Quezon City, National Capital Region, Philippines Global Payments Process Centre, Inc. Full time ₱75,000 - ₱150,000 per year

    Summary of This RoleThe WFM Business Intelligence Analyst will be the analytical engine driving optimal resource allocation and operational efficiency across the entire service ecosystem, encompassing both back office and contact center operations. This role is responsible for transforming complex workforce and operational data into actionable, insightful...

  • WFM Supervisor

    5 hours ago

    Quezon City, National Capital Region, Philippines Global Payments Process Centre, Inc. Full time ₱4,500,000 - ₱7,500,000 per year

    Summary of This RoleThe WFM Supervisor for Resource Planning is responsible for leading a team of analysts in the development of accurate short-term volume and staffing forecasts and the creation of optimized agent schedules. This role is critical in ensuring the contact center is adequately staffed to meet service level agreements (SLAs) and maximize...

  • Senior Executive

    1 week ago

    Quezon City, National Capital Region, Philippines Risewave Consulting, Inc. Full time ₱900,000 - ₱1,200,000 per year

    Job Description:Send interval/hourly reports such as Attendance Report, Intraday Performance Report, Productivity Report, etc.Track and monitor system issues.Monitor all issues that may impact service levels (SLs) and take appropriate action to resolve or minimize these impacts.Perform oversight responsibilities to ensure all SLAs are met.Evaluate schedule...

  • Senior Workforce Manager

    4 hours ago

    Quezon City, National Capital Region, Philippines Nezda Global Full time ₱1,500,000 - ₱2,500,000 per year

    Role:Senior Workforce ManagerLocation:Quezon CitySchedule:ShiftingWork Set-up:On SiteEmployment Type:Full Time and Direct HireAbout the Role:We are seeking aSenior Workforce Managerto lead our Workforce Management (WFM) function across multiple lines of business. This role will be responsible for strategic capacity planning, forecasting, scheduling, and...

  • Senior Workforce Manager

    3 hours ago

    Quezon City, National Capital Region, Philippines WNS Full time ₱1,200,000 - ₱2,400,000 per year

    Strategic Workforce PlanningDevelop and implement long-term workforce planning strategies aligned with business goals.Forecast contact volumes, staffing needs, and resource allocation to meet service level agreements (SLAs).Collaborate with senior management to align workforce strategy with operational objectives.Identify cost-saving opportunities without...

  • Senior WFM Real-Time Analyst

    5 hours ago

    Makati City, National Capital Region, Philippines Penbrothers Full time ₱900,000 - ₱1,200,000 per year

    About PenbrothersPenbrothers is an HR and remote talent management partner and one of the fastest-growing companies in the Philippines. We connect talented Filipinos to global opportunities with high-growth startups and dynamic companies, enabling them to build careers from the comfort of their own homes. We provide end-to-end support in recruitment, HR,...

  • Supervisor, Workforce Management

    2 weeks ago

    Quezon City, National Capital Region, Philippines Global Payments Inc. Full time ₱1 - ₱2 per year

    DescriptionSummary of This RoleThe WFM Supervisor for Resource Planning is responsible for leading a team of analysts in the development of accurate short-term volume and staffing forecasts and the creation of optimized agent schedules. This role is critical in ensuring the contact center is adequately staffed to meet service level agreements (SLAs) and...

  • Data Analyst

    3 hours ago

    Quezon City, National Capital Region, Philippines Global Payments Process Centre, Inc. Full time ₱450,000 - ₱750,000 per year

    Summary of This RoleThe WFM Data Analyst is responsible for the design, development, and maintenance of all operational reporting, dashboards, and analytical insights for both the Contact Center and Back Office departments. This role leverages WFM and operational data to monitor performance, identify trends, forecast workloads, and provide actionable...

  • Data Analyst

    2 weeks ago

    Quezon City, National Capital Region, Philippines Global Payments Inc. Full time ₱250,000 - ₱500,000 per year

    SummaryDescriptionSummary of This RoleThe WFM Data Analyst is responsible for the design, development, and maintenance of all operational reporting, dashboards, and analytical insights for both the Contact Center and Back Office departments. This role leverages WFM and operational data to monitor performance, identify trends, forecast workloads, and provide...

  • Workforce Management Specialist

    2 weeks ago

    Makati City, National Capital Region, Philippines IASA, Inc. Full time ₱300,000 - ₱600,000 per year

    PURPOSE OF THE FUNCTIONThe WFM Specialist contributes to Cygnific Operational Excellence, Customer & Employees satisfaction by securing and executing the WFM processes.The WFM Specialist is responsible for the short-term capacity planning and operational steering; by optimizing the available resources, to meet company goals, while ensuring that applicable...