Call Center WFM Specialist

Job Overview: Process Specialist – Workforce Management (WFM)

Location: Fully Onsite (Alabang, Muntinlupa) | Schedule: Shifting

Core Responsibilities

• Strategic Staffing: Develop forecasting and staffing models to ensure optimal headcount and operational efficiency.
• Resource Management: Provide planning oversight for specific business units, balancing volume against available resources.
• Stakeholder Collaboration: Partner with business leaders to anticipate upcoming projects or model changes that might impact staffing needs.
• Data Analysis: Generate volume projections for contact centers and back-office departments.
• Metric Monitoring: Regularly evaluate key drivers—including volume, AHT (Average Handle Time), shrinkage, and occupancy—against the original plan to recommend data-driven adjustments.

Candidate Requirements

• Education: College degree in any field.
• Experience: At least 3 years of WFM experience, ideally within a BPO or shared services environment.
• Core Competencies: Proven background in forecasting, scheduling, capacity planning, and reporting.
• Technical Proficiency: High level of expertise in MS Excel; familiarity with WFM tools (e.g., Verint, Genesys, IEX, or Aspect) is a significant advantage.
• Availability: Must be ready to start immediately and be flexible with shifting schedules.

Note: Your resume must explicitly highlight your experience with RTA (Real-Time Adherence), Excel, forecasting, scheduling, and capacity planning.

Compensation & Perks

• Health: HMO coverage for you and two dependents starting on your first day.
• Bonuses: Quarterly performance-based incentives and a 15% night shift differential.
• Time Off: 24 days of annual leave.
• Growth: Clear pathways for professional advancement.