Strategic WFM & Scheduling Analyst

Virtual Staffing Solutions; General Santos; On-site; PHP 380,000 - 590,000; Full time

Job summary

Virtual Staffing Solutions in General Santos, Philippines is seeking a Workforce Management Specialist to oversee attendance, real-time queue monitoring, scheduling, and staff adherence to ensure service levels. You will analyze performance data, forecast staffing needs, and produce reports.

The role requires strong Excel skills, experience with WFM tools, and a proactive, detail-oriented approach in a fast-paced call center environment.

Qualifications

• Advanced Excel skills with complex formulas, reporting, and forecasting.
• Experience with VBA macros is advantageous.
• Strong analytical and numerical abilities.
• Excellent written and verbal communication.

Responsibilities

• Manage attendance tracking and real-time queue monitoring.
• Schedule staff and optimize shifts to meet service levels.
• Monitor productivity and code usage; generate reports.
• Develop metrics and targets with operations.
• Forecast requirements using trend data and reports.
• Collaborate with operations to improve delivery processes.
• Produce regular internal reports (hourly to monthly).

Skills

Advanced Excel

VBA Macros

Analytical thinking

Attention to detail

Multitasking

Communication

Tools

Aspect WFM

IEX

CMS

Avaya

Symposium

Blue Pumpkin

Job description

Virtual Staffing Solutions in General Santos, Philippines is seeking a Workforce Management Specialist to oversee attendance, real-time queue monitoring, scheduling, and staff adherence to ensure service levels. You will analyze performance data, forecast staffing needs, and produce reports.

The role requires strong Excel skills, experience with WFM tools, and a proactive, detail-oriented approach in a fast-paced call center environment.