Senior Executive-Workforce Management-WFM

2 days ago


Philippines EXL Service Full time ₱900,000 - ₱1,200,000 per year

Job Description: EXL Service

Sr. Executive- WFM

Basic Functions

  • Generates schedules accordingly to meet the business requirements enabling superior customer service.
  • Adjusts the schedules accordingly based on the actual scenarios and provide overtime requirements/voluntary time off to ensure efficient and effective staffing.
  • Monitors the queue real-time while tracking, documenting and communicating agent activity on multiple lines of businesses.
  • Assist agents with basic troubleshooting and workarounds.
  • Report and track all system issues and outages.
  • Prepares and publishes the Intraday and other relevant reports while ensuring accuracy and timeliness of data.

Responsibilities: Responsibilities

Essential Functions

  • Regularly performs volume and performance analysis and proactively communicate possible impacts to business.
  • Supports management with all necessary reports and planning models to facilitate the process of decision making.
  • Monitors actual activities and compare it to plan and make recommendations for immediate changes.
  • Staff the appropriate number of agents at the proper time based on recent/historical capacity drivers.
  • Ensures that pre-planned activities are being scheduled in advance and communicated effectively.
  • Adjusts the schedules accordingly based on the actual scenarios and provide overtime requirements/voluntary time off to ensure efficient and effective staffing.
  • Ensures adherence to schedules and raises alerts in a timely manner in case of deviations.
  • Optimizes the schedules and makes real-time adjustments on breaks and lunches based on the actual staffing.
  • Executes skill change and reallocation requests and initiatives.
  • Provides recommendations in case of understaffing/overstaffing.
  • Act as first point of contact for any escalations, outages, system issues or any other production impacting situations.
  • Maintains confidentiality relative to the organizational strategies, objectives and practices.

Qualifications: Qualifications

Technical Skills

  • IEX
  • CMS Avaya Supervisor
  • Microsoft Excel

Job Details:

Location: MOA | ALABANG | CEBU

Schedule: GY Shift

Set up: Onsite



  • Philippines Movate Full time ₱900,000 - ₱1,200,000 per year

    Location: McKinleyExperience: 3-5 yearsEducation Qualification: Bachelor's degreeRoles and Responsibilities:Highly motivated individual with a passion for data analysis, workforce management, and performance coachingWill manage workforce analytics staffWill be responsible for manipulating and visualizing data from multiple sources to create Key Performance...


  • , Metro Manila, Philippines Teknowiz Full time

    Urgently hiring for one of our direct clients in the Philippines. Job Title: Senior Executive- Workforce Management (RTA/Reporting) Work Mode: Onsite, Night Shift Job Responsibilities: Sending of interval / hourly reports like Attendance Report, Intraday Performance Report, Productivity Report, etc. Responsible for the monitoring of all issues that may...


  • Philippines EXL Service Full time ₱600,000 - ₱1,200,000 per year

    Job Description: Responsible for intra-day management processes for operations located in Cebu/Iloilo, Philippines. To achieve business service level objectives efficiently. Create and manage reports for internal and external customers.Responsibilities: Efficiently manage intra-day staffing and service level thru effective planning and scheduling.Provide...


  • , , Philippines WNS Full time

    Overview Job Description: The Workforce Assistant Manager plays a critical role in supporting the strategic and operational goals of the Workforce Management team. This position is responsible for overseeing real-time operations, forecasting, scheduling, and reporting functions to ensure optimal staffing and service level performance across multiple lines...


  • , , Philippines airbnb, Inc. Full time

    Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic...

  • WFM Director

    4 weeks ago


    , Metro Manila, Philippines Compass Experience Labs Full time

    Overview MEET COMPASS We are a Business Process Outsourcer (BPO) committed to fostering brand growth through outstanding customer experiences. Compass was founded by e-commerce pioneers who struggled to find an equally innovative customer service partner. Many companies view customer care as merely a cost center, but we believe it offers much more! If you...


  • , Metro Manila, Philippines JPMorganChase Full time

    Join to apply for the Workforce Management Analyst (WFM) role at JPMorganChase If you're looking to support a Payment Solutions Center, from a workforce management perspective, you have found the right place. The Workforce Management team provides workforce products, technologies, scheduling, forecasting and real time support for the Payments Solution Center...


  • , Ilocos Norte, Philippines Buscojobs Full time

    Workforce Management Analyst – Philippines (Consolidated Roles) Posted recently. This description combines multiple Workforce Management Analyst postings across different companies. It outlines responsibilities, qualifications, and benefits for roles located in the Philippines. The content reflects the typical WFM responsibilities in call center and BPO...


  • , , Philippines Airbnb Full time

    Join to apply for the Workforce Planning Optimization Lead role at Airbnb . Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that...


  • Philippines EXL Service Full time ₱900,000 - ₱1,200,000 per year

    Job Description: You can expect to learn many aspects of Workforce Management that our clients engage in.You will also learn effective teamwork and time-management skills - key aspects for personal and professional growth. On top of key core skills related to data analysis, and automation, and data visualization.We provide guidance/coaching through our...