Strategic Workforce Management Specialist

Virtuale Staffing; General Santos; On-site; PHP 300,000 - 540,000; Full time

Job summary

Virtuale Staffing is seeking a WFM Specialist to manage attendance tracking, real-time queue monitoring, scheduling, staffing, adherence and coaching to ensure service levels and KPIs. The role involves producing regular reports, forecasting requirements, and collaborating with the operations team to drive process improvements.

Ideal candidates have strong Excel skills, experience with WFM tools, and a proactive, detail-oriented mindset with the ability to work independently and meet tight

Qualifications

• Demonstrates a strong work ethic and professionalism.
• Advanced Microsoft Excel with complex formulas, reporting and forecasting.
• Experience with VBA macros is an advantage.
• Familiarity with WFM and contact center tools such as Aspect WFM, IEX, CMS, Avaya, Symposium and Blue Pumpkin is a plus.
• Strong attention to detail and ability to multitask.

Responsibilities

• Manage attendance tracking, real-time queue monitoring, scheduling and staffing of agents.
• Monitor productivity and status code usage; generate metrics and targets.
• Collaborate with operations to improve delivery processes.
• Produce hourly, bi-hourly, daily, biweekly and monthly internal reports.
• Forecast requirements using trends and reports; assist on projects as needed.

Skills

Advanced Excel

WFM knowledge

Call center experience

Analytical skills

Tools

Aspect WFM

IEX

CMS

Avaya

Symposium

Blue Pumpkin

Job description

Virtuale Staffing is seeking a WFM Specialist to manage attendance tracking, real-time queue monitoring, scheduling, staffing, adherence and coaching to ensure service levels and KPIs. The role involves producing regular reports, forecasting requirements, and collaborating with the operations team to drive process improvements.

Ideal candidates have strong Excel skills, experience with WFM tools, and a proactive, detail-oriented mindset with the ability to work independently and meet tight