WFM Performance Specialist

J-K Network Services; Pasay; On-site; PHP 446,400 - 669,600; Full time

Benefits offered by this job

HMO for employee and two dependents

Quarterly performance bonus

15% Night Differential

24 annual leaves

Job summary

A leading BPO company in Philippines is seeking a Process Specialist for Workforce Management. This full-time, on-site role in Pasay City involves overseeing workforce planning and collaborating with business partners to ensure efficient resource management. Candidates should have a Bachelor’s Degree and at least 3 years of experience in Workforce Management. Proficiency with WFM tools like Verint and Genesys is preferred. Benefits include HMO coverage, performance bonuses, and annual leave.

Qualifications

• Bachelor’s Degree holder.
• At least 3 years of experience in Workforce Management.
• Proficiency with WFM scheduling tools is an advantage.

Responsibilities

• Oversee workforce and resource planning for business units.
• Identify potential issues and opportunities early.
• Communicate trends and recommendations using data.
• Understand changes that may impact workload.
• Forecast call volumes and staffing needs.

Skills

Proficiency with WFM scheduling tools

Experience in Workforce Management

Ability to oversee workforce planning

Data communication skills

Education

Bachelor’s Degree

Tools

Verint

Genesys

IEX

Aspect

Job description

Job Description

Process Specialist – Workforce Management (WFM) – Full-time, On-site, Pasay City, Philippines.

Requirements

• Bachelor’s Degree holder.
• At least 3 years total experience in Workforce Management within a BPO or Shared Services setting.
• Proficiency with WFM scheduling tools (Verint, Genesys, IEX, Aspect) is an advantage.
• Amenable to shift schedules and onsite work.

Responsibilities

• Oversee workforce and resource planning for one or more business units.
• Collaborate with business partners as a trusted advisor, identifying potential issues and opportunities early.
• Communicate trends, risks, and recommendations clearly using data and insights.
• Partner with teams to understand upcoming changes or initiatives that may impact workload or staffing needs.
• Forecast call volumes and workload for contact center and processing teams.

Benefits

• HMO for employee and two dependents (Effective Day 1).
• Quarterly performance bonus.
• 15% Night Differential.
• 24 annual leaves.