Specialist, Operational Workforce Management

3 days ago

Baguio City Cordillera Admin Region, Philippines IHG Hotels & Resorts Full time ₱900,000 - ₱1,200,000 per year

Role Purpose
The Workforce Reporting Specialist is responsible for gathering, analyzing, and reporting workforce-related data to support operational efficiency and strategic decision-making. This role ensures accurate and timely delivery of workforce reports, payroll, and employee list to leadership team, support groups, and operations teams. The specialist will collaborate with multiple stakeholders to identify reporting needs, maintain data integrity, and recommend insights that improve workforce planning and performance.

Key Accountabilities

  • Collect, analyze, and validate workforce and operational data from various systems (Genesys Cloud, SKPI, etc.).
  • Develop and maintain standardized and ad hoc reports, scorecards/dashboards, and metrics.
  • Ensure accuracy, consistency, and timeliness of workforce reporting.
  • Provide insights and recommendations based on data trends to support WF planning, Scheduling, and performance management.
  • Partner with different support groups and Operations to understand reporting requirements and deliver actionable data.
  • Automate recurring reports where possible to improve efficiency.
  • Monitor KPIs such as headcount, attrition, absenteeism, scheduling adherence, productivity, and utilization.
  • Maintain documentation of reporting processes and provide training to end-users on data tools when needed.
  • Support compliance and audit requirements by preparing workforce-related data reports as required.

Key Skills & Experiences
Education

High School diploma or Associate Degree in Business Administration or an equivalent combination of education and work-related experience.

Experience
1 to 3 years of business experience in Call Center and/or workforce management environment systems, terminology and processes. Genesys or WFM System experience preferred

Technical Skills and Knowledge

  • Excellent team working skills.
  • Strong verbal and written communication and customer service skills with internal/external customers, supervisors, peers and management for the purpose of obtaining and conveying information, as well as producing reports and internal memorandums.
  • Demonstrated computer skills with an emphasis in spreadsheet and document creation.
  • Strong ability to design clear and impactful reports, charts, and dashboards.
  • Demonstrated knowledge or ability to learn workforce management system used to schedule and track call center agent activities.
  • Basic analysis skills and experience with problem solving – Ability to identify a problem, analyze the issues, trending, and be able to make a sound business decision.
  • Maintain a high level of knowledge pertaining to policy and procedure and communicate knowledge effectively to all personnel when applicable.
  • Basic trouble shooting knowledge to help WFH agents.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.

  • Specialist, Operational Workforce Management

    3 weeks ago

    Baguio, Philippines IHG Hotels & Resorts Full time

    Role Purpose The Workforce Reporting Specialist is responsible for gathering, analyzing, and reporting workforce-related data to support operational efficiency and strategic decision-making. This role ensures accurate and timely delivery of workforce reports, payroll, and employee list to leadership team, support groups, and operations teams. The specialist...

  • Management Trainee

    2 weeks ago

    Baguio, Cordillera Admin Region, Philippines Jollibee Group Full time ₱150,000 - ₱250,000 per year

    Title: Management Trainee - Session Rd, BaguioThe Management Trainee is Responsible For TheImplementation and assurance of compliance on Food, Safety and Cleanliness Programs for the assigned area.Day-to-day operations effectiveness of Dine-In and Take-Home Sales Services; Ensures customers' needs are attended to promptly.Sales building initiatives by...

  • Property Manager

    2 weeks ago

    Baguio City, Cordillera Admin Region, Philippines Globalland Property Management, Inc. Full time ₱400,000 - ₱600,000 per year

    Job DescriptionWe are seeking an experienced, detail-orientedProperty Managerto oversee the day-to-day operations of our real estate properties. The ideal candidate will ensure high levels of tenant satisfaction, maintain the physical condition of the properties, and manage financial performance in line with organizational goals.ResponsibilitiesManage daily...

  • HR & Administration Manager

    2 weeks ago

    Baguio City, Cordillera Admin Region, Philippines Risewave Consulting, Inc. Full time ₱1,200,000 - ₱2,400,000 per year

    RoleWe are looking for a proactiveHR & Admin Managerto support our 24/7 customer service operations, with a strong focus on night shift requirements. This role oversees end-to-end HR and administrative functions, includingrecruitment, timekeeping, payroll, employee relations, compliance, and office administration, ensuring seamless operations across all...

  • Sourcing Specialist

    2 weeks ago

    Baguio City, Cordillera Admin Region, Philippines eFlexervices Full time ₱250,000 - ₱500,000 per year

    Who we are:eFlexervices is a BPO company with a legacy spanning 24 years. We've honed our craft in providing exceptional quality and building unshakable trust. At eFlex, we're not just a BPO company – we're your partners in success. Our approach is all about finding the perfect match between talent and the organizations we support. We're not just investing...

  • Sourcing Specialist

    2 weeks ago

    Baguio City, Cordillera Admin Region, Philippines eFlexervices Full time ₱25,000 - ₱50,000 per year

    Who we are:eFlexervices is a BPO company with a legacy spanning 24 years. We've honed our craft in providing exceptional quality and building unshakable trust. At eFlex, we're not just a BPO company – we're your partners in success. Our approach is all about finding the perfect match between talent and the organizations we support. We're not just investing...

  • Workforce Management Specialist

    2 weeks ago

    Makati City, National Capital Region, Philippines John Clements Consultants, Inc. Full time ₱1,500,000 - ₱2,500,000 per year

    We are hiring a Workforce Management Specialist for a role in the Retail Banking Operations team of a multinational banking client. This role will be responsible for driving the end-to-end Workforce Management process, ensuring optimal resource planning, performance tracking, and operational efficiency across global contact center operations. The ideal...

  • Baguio | WFM Scheduling Analyst I

    5 days ago

    Baguio City, Cordillera Admin Region, Philippines TP Full time ₱800,000 - ₱1,200,000 per year

    About the roleWe have an exciting full-time opportunity for a WFM Scheduling Analyst to join our dynamic team at Teleperformance in Baguio City. As a WFM Scheduling Analyst, you will play a crucial role in ensuring efficient staffing and scheduling within our fast-paced call center environment. This is a fantastic chance to leverage your analytical skills...

  • Grade VII, Senior Leadership, Learning and Talent Management Specialist NRS15013

    5 days ago

    Cordillera Admin Region, Philippines HSE Workplace Health & Wellbeing Full time ₱70,000 - ₱120,000 per year

    Before you applyThis job is only open to employees of the HSE, TUSLA, Section 38 agencies, or statutory health agencies per WRC Agreement ReferenceNRS15013CategoryManagement/Admin/ICTGradeGrade VII 0582Advertisement sourceHSEAdvertisement TypeInternalImportant InformationThis job is in the HSE.CountyLimerickDublinLocationThere are currently three vacancies...

  • Sales and Marketing Specialist

    2 weeks ago

    Baguio City, Cordillera Admin Region, Philippines Ausphin International Institute Full time ₱104,000 - ₱130,878 per year

    Company DescriptionAusphin International Institute offers Australian qualifications in Culinary, Hospitality, and Business Management both in the Philippines and Australia. We provide certifications including International Certificate in Culinary & Business Management and International Certificate in Hospitality Management. Our campus is located in Baguio...