Workforce Specialist

11 hours ago

Pasig, National Capital Region, Philippines Everglow AI Full time $40,000 - $80,000 per year

The Workforce Specialist plays a critical role in supporting operational efficiency within a BPO environment by managing agent schedules, analyzing workforce metrics, forecasting staffing needs, and gathering data to ensure optimal service levels. This role works closely with operations, client services, and HR to maintain alignment between staffing and business requirements.

DUTIES AND RESPONSIBILITIES

●     Scheduling:

○   Create, maintain, and adjust agent schedules based on forecasted call volumes, service levels, and staffing availability.

○   Ensure schedule adherence and address real-time staffing issues such as absenteeism or over/understaffing.

○   Coordinate with team leaders and operations managers for schedule changes, leaves, and shift swaps.

●     Metrics and Performance Tracking:

○   Monitor real-time and historical metrics such as Average Handle Time (AHT), occupancy, shrinkage, adherence, and FTE utilization.

○   Prepare and distribute performance and productivity reports to internal stakeholders and client teams.

○   Analyze trends and recommend operational adjustments to meet SLA targets.

●     Forecasting:

○   Develop short-term and long-term call volume and staffing forecasts using historical data and trend analysis.

○   Provide accurate headcount requirements based on client workload projections and seasonal or ramp demand.

○   Support capacity planning for new campaigns or expansions.

●     Data Gathering and Reporting:

○  Collect and validate data from the systems, platforms, and client reporting tools.

○  Consolidate data into actionable reports for internal and client-facing use.

○ Participate in periodic business reviews and performance reviews with relevant stakeholders.

REQUIREMENTS/QUALIFICATIONS

●     Bachelor's degree in Business Administration, Statistics, or a related field (preferred).

●     2–4 years of experience in a workforce management role within a BPO or call center environment.

●     Proficient in workforce management tools, Excel, macro, other and reporting tools.

●     Strong understanding of contact center metrics and operations.

●     Excellent communication, problem-solving, and time management skills.

●     Experience in real-time management and capacity planning.

●     Knowledge of client SLA/KPI management in a BPO setting.

● Exposure to continuous improvement initiatives or basic knowledge of Lean/Six Sigma principles is a plus.

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