Workforce Management Specialist

5 days 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 candidate must have strong leadership skills, and deep expertise in forecasting, scheduling, and analytics.

Key Responsibilities:

  • Lead end-to-end workforce management: forecasting, scheduling, capacity planning, and real-time monitoring
  • Utilize tools (e.g., Calabrio, Power BI, Excel Macros) to create dashboards and deliver performance reports
  • Manage FTE and volume demand; recommend staffing adjustments during peak seasons
  • Collaborate with operations to monitor service levels and suggest optimizations
  • Conduct incident management and escalate system issues effectively
  • Analyze historical and live data to identify trends and provide actionable insights
  • Ensure compliance with internal risk controls and industry regulations
  • Provide WFM tool training and support to internal teams
Qualifications:
  • Minimum 10 years of hands-on Workforce Management experience
  • Proven expertise in forecasting, scheduling, capacity planning, and trafficking
  • Strong skills in Power BI, Excel (Macros), and WFM platforms (Calabrio preferred)
  • Excellent communication and presentation skills; can clearly articulate data-driven insights
  • Experience working with or supporting international banking clients is preferred
  • Strong leadership mindset – proactive, strategic, and solutions-driven

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