Real-Time Workforce Management Specialist

Private Advertiser; Kawit; On-site; PHP 300,000 - 540,000; Full time

Benefits offered by this job

Competitive compensation

Professional development

Career progression

Employee wellness initiatives

Job summary

Private Advertiser in Bacoor City, Cavite seeks a dedicated Work Force Management Officer for our Call Center & Customer Service division. This full-time role focuses on forecasting, scheduling, and monitoring staffing to meet demand while upholding service quality across the contact center.

You will analyze data, coordinate with team leaders, generate workforce reports, ensure compliance with labor rules, and support recruitment and onboarding. Proficiency in Excel and WFM tools is preferred.

Qualifications

• Proven experience in workforce management or staffing in call centers.
• Strong proficiency with scheduling systems and analytics tools.
• Excellent analytical and problem-solving skills with data interpretation.
• Knowledge of KPIs, SLAs, and contact center operations.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.

Responsibilities

• Forecast call volumes and staffing needs using historical data and projections.
• Create and maintain staffing schedules aligned with forecasted demand.
• Monitor adherence to schedules and adjust to meet service levels.
• Track metrics like occupancy, shrinkage, AHT, and service levels.
• Communicate scheduling expectations with team leaders and supervisors.
• Identify process improvements to enhance efficiency and reduce costs.
• Prepare workforce reports and present findings to senior management.
• Ensure compliance with labor regulations and policies.
• Support recruitment and onboarding to maintain staffing levels.
• Provide training on workforce management systems and tools.

Skills

Workforce management

Staffing coordination

Call center operations

Analytical skills

Excel

Education

Bachelor's degree in Business/Management/Math/Statistics

Tools

Workforce management software

Scheduling systems

Analytics platforms

Microsoft Excel

Job description

Private Advertiser in Bacoor City, Cavite seeks a dedicated Work Force Management Officer for our Call Center & Customer Service division. This full-time role focuses on forecasting, scheduling, and monitoring staffing to meet demand while upholding service quality across the contact center.

You will analyze data, coordinate with team leaders, generate workforce reports, ensure compliance with labor rules, and support recruitment and onboarding. Proficiency in Excel and WFM tools is preferred.