Workforce Management

7 days ago

San Fernando, Central Luzon, Philippines Converge ICT Solutions, Inc. Full time

Job Description

  • Forecasting, reporting and analysis of workforce data and reports.
  • Optimize staffing levels, ensures operational efficiency and support business objectives.
  • Ensures the right number of employees with the right skills are available at the right time to meet customer and operational needs.

Qualifications

  • Bachelor's degree in Business, Statistics, Mathematics, Operations, or related field (or equivalent experience).
  • Proven experience in workforce management, forecasting, or data analysis (call center or service industry experience preferred).
  • Strong analytical, mathematical, and problem-solving skills.
  • Proficiency in WFM tools like Microsoft Excel/Power BI.
  • Excellent communication skills with the ability to present insights clearly to stakeholders.
  • Attention to detail, organizational skills, and the ability to manage multiple priorities.

Key Responsibilities

  • Forecasting & Capacity Planning
  • Develop and maintain short-term and long-term staffing forecasts based on historical data, seasonal trends, and business growth.
  • Provide capacity planning analysis to ensure adequate resource allocation.
  • Scheduling & Staffing Optimization
  • Create and optimize schedules to balance workload distribution, operational efficiency, and employee preferences.
  • Recommend staffing adjustments to meet service-level agreements (SLAs) and performance targets.
  • Reporting & Analysis
  • Review/Prepare daily, weekly, and monthly reports on workforce performance (adherence, occupancy, productivity, absenteeism, etc.).
  • Analyze workforce data to identify trends, gaps, and opportunities for improvement.
  • Performance Monitoring
  • Track key metrics such as service levels, wait times, utilization, and forecast accuracy.
  • Provide actionable insights to management to improve efficiency and employee engagement.
  • Partner with operations, HR, and leadership to align workforce strategies with business goals.
  • Support decision-making with data-driven recommendations.
  • Maintain and update(as needed) workforce management (WFM) systems, including scheduling, forecasting, and reporting tools.
  • Train and assist team members in using WFM tools and processes.

Job Type: Full-time

Application Question(s):

  • What is your expected salary?

Work Location: In person

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