Night-Shift WFM Command Center Coordinator

Cloudstaff Philippines Inc.; Metro Manila; On-site; PHP 520,000 - 760,000; Full time

Benefits offered by this job

Comprehensive health and lifeinsurance

Up to 24 leave credits per year

Flexible leave credits for vacation,em

Annual Performance Review with Salary?

Company-provided PC/Laptop and fiber

Weekly office perks: Coffee, Meals and

VIP lounge and game rooms

Employee wellness programs

Job summary

Cloudstaff Philippines Inc. is hiring a Command Center Coordinator to manage traffic across voice, chat, and email channels with a night shift in an office setting.

You will forecast workloads and monitor performance while updating skill matrices and coordinating with the Senior Workforce Management Analyst. You will leverage IEX, Excel, and Power BI to drive data‑driven decisions, ensuring forecasts stay aligned with business goals and evolving with new technology and channels.

Qualifications

• 2+ years in call center or operations managing enterprise level processes.
• Experience in Workforce Management, forecasting, or capacity planning in contact centers or similar.
• Hands-on experience with WFM tools (IEX preferred) including forecast creation, maintenance, and configuration.
• Strong analytical skills to interpret trends and performance data to support decisions.
• Strong skills in Excel and Power BI are preferred.
• Excellent organization and ability to work in a team.

Responsibilities

• Maintain and manage forecasts for accuracy and timeliness.
• Analyze forecasted volumes vs actual performance and make data-driven recommendations.
• Regularly review forecast accuracy and identify long-term improvement opportunities.
• Ensure accurate configuration of forecasts within IEX and align with workforce strategy.
• Identify call volume trends and anomalies and report them to leadership.
• Process skill change requests and maintain skill matrices.
• Communicate operational insights with leaders and cross-functional teams.
• Conduct regular audits of skill and competency matrices.
• Perform additional duties as assigned.

Skills

IEX experience

Forecasting

Analytical skills

Excel

Power BI

Team collaboration

Communication skills

Call center experience

Multi-tasking

Tools

IEX

Job description

Cloudstaff Philippines Inc. is hiring a Command Center Coordinator to manage traffic across voice, chat, and email channels with a night shift in an office setting.

You will forecast workloads and monitor performance while updating skill matrices and coordinating with the Senior Workforce Management Analyst. You will leverage IEX, Excel, and Power BI to drive data‑driven decisions, ensuring forecasts stay aligned with business goals and evolving with new technology and channels.