Workforce Management Specialist

20 hours ago

Taguig, National Capital Region, Philippines ING Hubs Philippines Full time ₱900,000 - ₱1,200,000 per year

The Retail Banking Operations in ING's largest shared services organization (ING Hubs Philippines) is growing rapidly – delivering back-office processing and contact center services to our banks globally. Our ambition is to provide excellent Customer, Partner, and Employee experience while keeping the bank safe and continuously improving on our performance and culture. We are looking for an experienced Workforce Management Specialist for Retail Bank Operations who can assess productivity by assessing, analyzing, and reporting employee capacity at the individual, departmental and institutional levels. Determine the best way to utilize employees' productivity skills using techniques and theories of workforce management.

Your Job

Prepares statistical forecast, to plan the appropriate capacity for the contact center and contributes to defining the workforce scheduling. Applies knowledge of products, services and full familiarity with the client services systems to support management team decision-making with a range data analysis.

Role:


• Sustain common workforce management tasks (reporting, identifying trends, preparing presentations, training specific to WFM tools and capabilities, capacity planning).


• Forecasting volume and utilizing the forecasted data to create optimized employee schedules and seat allocation.


• FTE and volume management which includes managing peaks and uplifting capacity via overtime and flexible workforce.


• Assigning employees to schedules based on their preferences and business rules and managing intraday activities.

Analyzes workflow and staffing work assignments to ensure operational benchmarks are met.


• Monitors the department's performance through reports and raw data. Works directly with the leads to coordinating daily activities across functional units.


• Responsible for accurate reporting of the daily, weekly, and monthly SLAs.


• Incident management - Identifies, documents and reports systems performance issues as they impact the department. Develop partnerships with other internal groups and business units to improve speed of issues resolutions and to recommend improvements.


• Take ownership on risk management for your service area and assess and mitigate financial and non-financial risk

while executing complex business processes, to protect the organization from undue risks.


• Good Understanding for Financial Industry regulatory requirements


• Ability to define escalation procedures for new business lines and enhance existing on a per need basis


• Communicate to a diverse audience in an open, transparent, and convincing manner the organization's strategy; challenge colleagues to align with the overall Group strategy and relay the macro and micro-trends and reality impacting the organization's position.

  • Workforce Management Analyst

    2 weeks ago

    Taguig, National Capital Region, Philippines RSD Human Resource Management Consultancy Full time ₱400,000 - ₱600,000 per year

    Qualifications:Bachelor's degree or 2nd year college undergraduateAt least 1–2 years of experience in real-time or workforce management roles, preferably in a BPO or contact center environment.Proficient in Workforce Management (WFM) tools such as NICE, IEX, Verint, or Genesys.

  • Workforce Management

    2 weeks ago

    Taguig, National Capital Region, Philippines Qualis Support Services Limited Inc Full time ₱900,000 - ₱1,200,000 per year

    About the role Qualis Support Services is looking for a Workforce Management (WFM) Reporting Analyst to join our team in Taguig City, Metro Manila. As a fulltime Workforce Management Reporting Analyst, you will play a key role in transforming data into actionable insights that drive smarter workforce decisions. This role combines data analytics, reporting...

  • Workforce Management Manager

    5 days ago

    Taguig, National Capital Region, Philippines GetSet Software Full time ₱1,500,000 - ₱2,500,000 per year

    GetSet Software is delighted to have been engaged by this esteemed and highly successful company, recognized as a cutting-edge digital service provider with expertise in Digital Engineering, Operations, and Studio Services, to assist in the recruitment of Workforce Management Manager and Workforce Management Supervisor role for Taguig, Philippines...

  • Contingent Workforce Specialist

    1 week ago

    Taguig, National Capital Region, Philippines Unilever Full time ₱900,000 - ₱1,200,000 per year

    Our contingent workforce provides us with the flexibility to scale talent quickly in response to changing business needs, seasonal demands, or specialized project requirements. It enables access to a broader pool of skills and expertise without the long-term commitment of traditional hiring. This approach can also help manage costs more effectively while...

  • Contingent Workforce Specialist

    1 week ago

    Taguig, National Capital Region, Philippines Unilever Full time ₱900,000 - ₱1,200,000 per year

    Our contingent workforce provides us with the flexibility to scale talent quickly in response to changing business needs, seasonal demands, or specialized project requirements. It enables access to a broader pool of skills and expertise without the long-term commitment of traditional hiring. This approach can also help manage costs more effectively while...

  • Workforce Manager

    19 hours ago

    Taguig, National Capital Region, Philippines iOPEX Technologies Philippines Inc. Full time ₱1,200,000 - ₱2,400,000 per year

    Join our awesome # teamWe are currently hiring for this management professional who wants to join our #happyatwork growing teamWORKFORCE MANAGER / URGENTLY HIRINGResponsibilities:Manage the WFM TeamProvide effective coaching and feedback to the Assistant Managers and/or WFM Senior Executives to enable them to improve their performanceServes as a subject...

  • URGENT: WFM Workforce Management Manager

    21 hours ago

    Taguig, National Capital Region, Philippines iOPEX Technologies Philippines Inc. Full time ₱1,200,000 - ₱3,600,000 per year

    Showcase your talents. Create your success story with usWe are looking for an awesome and talented Workforce Management professionals for our growing # WFM teamWorkforce ManagerWorkforce Assistant ManagerWorkforce LeadWorkforce SchedulerWorkforce Real Time AnalystResponsibilities:Manage performance of a team comprised of a Workforce Lead and Workforce...

  • restaurant supervisor

    5 days ago

    Taguig, National Capital Region, Philippines MKS WORKFORCE MANAGEMENT SERVICES INC Full time ₱250,000 - ₱500,000 per year

    About the role We are seeking an experienced and dedicated Restaurant Supervisor to join our dynamic team at MKS WORKFORCE MANAGEMENT SERVICES INC'. As the Restaurant Supervisor, you will be responsible for overseeing the daily operations of our restaurant, ensuring exceptional customer service and maintaining the highest standards of quality and...

  • Workforce Strategy

    5 days ago

    Taguig, National Capital Region, Philippines Claymore Solutions Corporation Full time

    JOB SUMMARYThe Workforce Strategy & Reporting Lead plays a pivotal role in optimizing organizational efficiency and productivity by leveraging data analytics. This role is responsible for collecting, analyzing, and interpreting workforce data to provide actionable insights, forecast staffing needs, and develop strategic recommendations that align the...

  • Workforce Strategy

    5 days ago

    Taguig, National Capital Region, Philippines Claymore Solutions Corporation Full time ₱1,200,000 - ₱2,400,000 per year

    Executive SummaryThe Workforce Strategy & Reporting Analyst plays a pivotal role in optimizing organizational efficiency and productivity by leveraging data analytics. This role is responsible for collecting, analyzing, and interpreting workforce data to provide actionable insights, forecast staffing needs, and develop strategic recommendations that align...