Subject Matter Expert

2 days ago

Ortigas, Philippines iSWerk Full time ₱720,000 - ₱1,440,000 per year

Be a part of our fast-growing team and unchain all the possibilities

What is your mission?

We are looking for a Subject Matter Expert to lead assessments, workshops, and process improvement projects that enhance client operations. You'll design target-state WFM models, support transformation initiatives, and serve as a trusted advisor to senior stakeholders. This role is ideal for WFM experts ready to move from hands-on scheduling or forecasting into a client-facing, strategic consulting role.

You will provide the best service to our partner brands by performing these tasks:

  • Lead discovery workshops and current-state assessments with client stakeholders
  • Analyze WFM processes, data, and methodologies to identify improvement opportunities
  • Design target-state workflows, governance frameworks, and implementation roadmaps
  • Partner with Project Leads and Data Analysts to define KPIs, reporting, and deliverables
  • Facilitate training and knowledge transfer to support client adoption of new tools
  • Provide ongoing advisory support during automation or transformation initiatives
  • Ensure WFM outputs align with business KPIs such as SL, AHT, CSAT, and cost-to-serve
  • Contribute to process documentation and WFM standardization initiatives

Who are we looking for?

  • Bachelor's degree in Business, Statistics, Industrial Engineering, or related field
  • At least 5 years of experience in Workforce Management (WFM) within BPO or contact center operations
  • Strong understanding of forecasting, capacity planning, scheduling, and real-time management
  • Advanced knowledge of contact center metrics and their impact on business outcomes
  • Experience analyzing and redesigning WFM processes and implementing best practices
  • Skilled communicator able to facilitate workshops, present insights, and influence stakeholders
  • Hands-on experience with WFO tools (IEX, Calabrio, eWFM, or similar)
  • Proficiency with reporting and visualization tools (Power BI, Tableau, or similar)
  • Collaborative mindset — able to work closely with data teams and client managers
  • Exposure to automation, AI, or analytics-driven WFM transformation initiatives
  • Excellent documentation, presentation, and problem-solving skills

Company Perks:

  • Above-industry salary package and incentives
  • Comprehensive HMO benefits and life insurance from day 1
  • Free learning and development courses for your personal and career growth
  • Dynamic company events
  • Opportunities for promotion
  • Free meals and snacks

Job Types: Full-time, Permanent

Pay: Up to Php120,000.00 per month

Benefits:

  • Additional leave
  • Company Christmas gift
  • Company events
  • Gym membership
  • Health insurance
  • Life insurance
  • Opportunities for promotion
  • Paid training
  • Pay raise
  • Promotion to permanent employee
  • Staff meals provided

Ability to commute/relocate:

  • Ortigas: Reliably commute or planning to relocate before starting work (Required)

Experience:

  • Workforce Management: 5 years (Required)
  • Power BI / Tableau: 3 years (Preferred)
  • WFO tools: 3 years (Required)

Work Location: In person

  • Subject Matter Expert

    2 days ago

    Ortigas, Metro Manila, Philippines iSupport Worldwide Full time ₱2,000,000 - ₱2,500,000 per year

    Be a part of our fast-growing team and unchain all the possibilitiesWhat is your mission?We are looking for a Subject Matter Expert to lead assessments, workshops, and process improvement projects that enhance client operations. You'll design target-state WFM models, support transformation initiatives, and serve as a trusted advisor to senior stakeholders....

  • Subject Matter Expert

    1 week ago

    Ortigas, Metro Manila, Philippines Teleperformance Full time ₱900,000 - ₱1,200,000 per year

    Job Overview:We are looking for a detail-oriented and proactive SME to ensure the accuracy, clarity, and consistency of communication materials (i.e., spiels, responses) used in customer engagement. This role will serve as the main point of contact (POC) for cascades, conduct regular audits of responses, and identify opportunities for operations process...

  • AI Software Engineer

    3 days ago

    Ortigas, Philippines People Matter PH Full time ₱1,200,000 - ₱1,800,000 per year

    Please apply directly in the Job Ad, and share your updated CV (w/ active contact details). I'll send you the JD in response to your intent to apply.--You will support to solve the business challenges by using AI technology. Which include develop high quality, scalable, high performance and good speed AI solution. Self-drive to learn and research AI...

  • Business Development Specialist

    2 weeks ago

    Ortigas, Philippines Thakral One Full time ₱1,200,000 - ₱2,400,000 per year

    ResponsibilitiesProvide end-to-end account support from pitching, proposal preparation, account management, inside sales, and customer successConduct research to gather data and consolidate information to support sales initiativesLiaise with business units and subject matter experts to achieve sales and business development goalsSupport marketing initiatives...

  • Business Analyst

    3 days ago

    Ortigas, Philippines CPS Asia Pacific Full time ₱768,000 - ₱960,000 per year

    DUTIES AND RESPONSIBILITIESAs a Business Analyst:Collaborate with stakeholders to understand and translate them into detailed system requirements.Work closely with the technology teams in assisting and guiding resolutions to directly address business and systems requirements.Liaise between the end users and the project to implement change management across...

  • Technical Lead

    3 days ago

    Ortigas, Philippines Arbeit Consultancy, Inc. Full time ₱2,000,000 - ₱2,500,000 per year

    Position: Technical LeadJob Location: OrtigasWork Setup: Hybrid - 3 days onsite, 2 days WFHJob Summary: Technical Lead is a software engineer responsible for leading a development team; ensuring that the developers are aligned with the technical direction and produce quality applications/solutions.Essential Duties and ResponsibilitiesWork with the Solutions...

  • Delivery Lead/Project Manager

    3 days ago

    Ortigas, Metro Manila, Philippines Ascendion Full time ₱1,500,000 - ₱2,500,000 per year

    Ascendion is seeking an experienced Delivery Lead to join our dynamic team in Ortigas, Pasig City. As a Delivery Lead, you will play a crucial role in ensuring the successful execution of our technology projects. This is a full-time position, with the opportunity to work onsite at our Ortigas office.What you'll be doingOversee the successful delivery of...

  • Lead Business Analyst

    2 weeks ago

    Ortigas, Philippines Talentium Inc Full time ₱1,680,000 - ₱2,400,000 per year

    About the Role:Our client is undertaking the modernization of its Integrated Disbursement System (IDS) to enhance efficiency, transparency, and user experience in managing disbursements for sovereign operations, technical assistance, and other financing instruments. The Business Analyst (BA) will support the delivery of Integrated Disbursement System...

  • Credit and Collection Specialist

    3 days ago

    Ortigas, Philippines HR TechX Corporation Full time ₱420,000 per year

    The Credit and Collection Specialist is responsible for managing all activities related to credit memos and ensuring the accuracy and efficiency of the credit memo process. Serving as a subject matter expert, this role works closely with internal and external stakeholders to gather information, process credit and debit memos, handle billing-related tasks,...

  • Technical Lead

    3 days ago

    Ortigas, Metro Manila, Philippines ARBEIT INFOTECH INC. Full time ₱1,500,000 - ₱2,500,000 per year

    Position: Technical LeadJob Location: OrtigasWork Setup: Hybrid - 3 days onsite, 2 days WFHJob Summary: Technical Lead is a software engineer responsible for leading a development team; ensuring that the developers are aligned with the technical direction and produce quality applications/solutions.Essential Duties and Responsibilities• Work with the...