Subject Matter Expert

5 days ago

Ortigas, Philippines iSupport Worldwide Full time

Be a part of our fast-growing team and unchain all the possibilities

What is your mission?

We are looking for a Subject Matter Expert to lead assessments, workshops, and process improvement projects that enhance client operations. You'll design target-state WFM models, support transformation initiatives, and serve as a trusted advisor to senior stakeholders. This role is ideal for WFM experts ready to move from hands-on scheduling or forecasting into a client-facing, strategic consulting role.

You will provide the best service to our partner brands by performing these tasks:

  • Lead discovery workshops and current-state assessments with client stakeholders
  • Analyze WFM processes, data, and methodologies to identify improvement opportunities
  • Design target-state workflows, governance frameworks, and implementation roadmaps
  • Partner with Project Leads and Data Analysts to define KPIs, reporting, and deliverables
  • Facilitate training and knowledge transfer to support client adoption of new tools
  • Provide ongoing advisory support during automation or transformation initiatives
  • Ensure WFM outputs align with business KPIs such as SL, AHT, CSAT, and cost-to-serve
  • Contribute to process documentation and WFM standardization initiatives

Who are we looking for?

  • Bachelor's degree in Business, Statistics, Industrial Engineering, or related field
  • At least 5 years of experience in Workforce Management (WFM) within BPO or contact center operations
  • Strong understanding of forecasting, capacity planning, scheduling, and real-time management
  • Advanced knowledge of contact center metrics and their impact on business outcomes
  • Experience analyzing and redesigning WFM processes and implementing best practices
  • Skilled communicator able to facilitate workshops, present insights, and influence stakeholders
  • Hands-on experience with WFO tools (IEX, Calabrio, eWFM, or similar)
  • Proficiency with reporting and visualization tools (Power BI, Tableau, or similar)
  • Collaborative mindset — able to work closely with data teams and client managers
  • Exposure to automation, AI, or analytics-driven WFM transformation initiatives
  • Excellent documentation, presentation, and problem-solving skills

Company Perks:

  • Above-industry salary package and incentives
  • Comprehensive HMO benefits and life insurance from day 1
  • Free learning and development courses for your personal and career growth
  • Dynamic company events
  • Opportunities for promotion
  • Free meals and snacks

Employer questionsYour application will include the following questions:

  • What's your expected monthly basic salary?
  • How many years' experience do you have as a Subject Matter Expert?
  • Have you worked in a call centre before?
  • Which of the following Customer Relationship Management (CRM) systems do you have experience using?
  • How many years of project management experience do you have?

Job Types: Full-time, Permanent

Pay: Php100, Php120,000.00 per month

Benefits:

  • Gym membership
  • Health insurance
  • Life insurance
  • Paid training
  • Staff meals provided

Work Location: In person

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