Workforce Specialist

2 weeks ago

Cebu City, Central Visayas, Philippines Ameeratel Inc. Full time ₱300,000 - ₱600,000 per year

We are seeking a detail-oriented and analytical Workforce Specialist with 2–3 years of hands-on experience using the Genesys Workforce Management (WFM) platform. The ideal candidate will be responsible for forecasting, scheduling, real-time monitoring, and reporting to ensure optimal staffing and service levels across our contact center operations.

Key Responsibilities

  • Develop and maintain accurate forecasts and schedules using the Genesys WFM platform.
  • Monitor real-time adherence and intraday performance to ensure service level targets are met.
  • Collaborate with operations, HR, and IT teams to align workforce strategies with business goals.
  • Analyze historical data and trends to improve forecasting accuracy and scheduling efficiency.
  • Generate and distribute daily, weekly, and monthly performance reports.
  • Identify staffing gaps and recommend adjustments to optimize resource allocation.
  • Support new hire onboarding and shift bidding processes.
  • Troubleshoot and resolve issues within the Genesys platform and escalate when necessary.

Qualifications

  • 2–3 years of experience in workforce management using the Genesys platform (Cloud or PureConnect).
  • Strong understanding of contact center operations, KPIs, and WFM methodologies.
  • Proficiency in Excel and data visualization tools (e.g., Tableau, Power BI).
  • Excellent analytical, problem-solving, and communication skills.
  • Ability to work independently and manage multiple priorities in a fast-paced environment.
  • Bachelor's degree in Business, Statistics, or a related field preferred.

Preferred Skills

  • Experience with real-time adherence tools and intraday management.
  • Familiarity with other WFM platforms (e.g., NICE, Verint) is a plus.
  • Knowledge of call routing, ACD, and IVR systems within Genesys.

Job Type: Full-time

Benefits:

  • Company events

Work Location: In person

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