WFM Associate Process Specialist (BGC Taguig)

TASQ; Pateros; On-site; PHP 446,000 - 670,000; Full time

Benefits offered by this job

HMO for employee and 2 dependents

Quarterly performance bonus

Career development opportunities

15% Night Differential

24 leaves annually

Job summary

TASQ is seeking a workforce management professional to optimize staffing and forecasting for client operations in the Philippines. You will develop staffing models, generate volume forecasts, and provide analytical support to drive business decisions.

The role requires a solid WFM background, experience with scheduling tools, and strong Excel skills. Candidates must be willing to work onsite at BGC Taguig and align with shifting schedules.

Qualifications

• Bachelor's degree graduate, any field or with Associate degree.
• 3 years of WFM experience, preferably in BPO/Shared Services.
• Exposure to Scheduling, Capacity planning, Forecasting and Reporting; knowledge of WFM tools is a plus.

Responsibilities

• Forecast and staffing models to optimize workforce staffing and support business decisions.
• Provide analytical support for business initiatives and market conditions.
• Build relationships with partners; communicate trends with data-driven recommendations.
• Identify initiatives impacting volumes or staffing and adjust staffing accordingly.
• Generate volume forecasts for inbound contact center and processing departments; update forecasting models.
• Assess staffing drivers versus plan and suggest actionable steps.

Skills

WFM experience

Forecasting

Scheduling

Reporting

Excel

Education

Bachelor's degree or Associate degree

Tools

Verint

Genesys

IEX

Aspect

Job description

Qualifications

• Bachelor's degree graduate, any field or with Associate degree
• 3 years of WFM experience, preferably in BPO/Shared Services.
• Must also be exposed to Scheduling, Capacity planning, Forecasting and Reporting
• Knowledge with using WFM Scheduling tools (Verint, Genesys, IEX, Aspect, or the like) is a plus
• Has strong knowledge with MS Office Tools (Excel in particular)
• Strong initiative and follow-through, strong organizational skills and detail-oriented.
• Flexibility and ability to follow directions, able to manage multiple tasks effectively, good analytical and strong decision-making skills and client-focused.
• Amenable to work in shifting schedules.
• Amenable to work ONSITE (BGC TAGUIG).
• Able to start ASAP

Responsibilities

• Ensure that their business partner's workforce is staffed optimally by creating forecast and staffing models, providing analytical support for business initiatives as well as market conditions and making recommendations supporting business decisions.
• Provides resource planning oversight to one or more divisional business units; Engages as a trusted advisor, anticipating issues and opportunities.
• Builds effective working relationships with business partners; Proactively communicating trends or concerns and makes data-supported recommendations.
• Works with business partners to identify upcoming initiatives and/or changes to the business model that would impact volumes or staffing; Determines how changes to the drivers of business activities will ultimately affect staffing needs.
• Generates volume forecasts for client's inbound contact center and/or processing departments; Maintains and updates forecasting models using both standard and advanced statistical techniques.
• Continually assesses staffing drivers (volume, handle time, shrinkage, and occupancy) versus plan; Creates awareness within the business as needed and makes recommendations for any necessary action.

Benefits

• HMO for Employee and 2 Dependents (On Day 1)
• Quarterly performance bonus
• Outstanding career development opportunities
• 15% Night Differential
• 24 Leaves Annually