WFM & Reporting Lead

Seven Seven Global Services, Inc.; Metro Manila; Sur place; PHP 700 000 - 1 100 000; Plein temps

Résumé du poste

Seven Seven Global Services, Inc. is seeking an experienced Workforce Planning Lead to manage staffing, forecasting, and analytics from our Ortigas Center location. This onsite, night-shift role focuses on optimizing capacity and data-driven decision making.

You will lead the Workforce & Reporting team, drive dashboard development with Power BI, and collaborate with Operations and HR to align workforce capacity with service levels. 5+ years of relevant experience preferred.

Qualifications

• 5+ years in workforce management, reporting, or operations analytics.
• Strong experience in workforce planning, forecasting, scheduling, and capacity management.
• Advanced Excel skills; familiarity with Power BI, dashboards, or automation.
• Experience in BPO/Shared Services or high-volume operations preferred.
• Knowledge of WFM tools and data-querying such as SQL is a plus.

Responsabilités

• Workforce Management: Monitor staffing, schedules, attendance, utilization, capacity, and workforce gaps based on business demand.
• Forecasting & Planning: Support workforce forecasting, scheduling, capacity planning, and resource allocation.
• Reports & Analytics: Prepare workforce/operational reports and dashboards; track KPIs, productivity, utilization, attendance, and service levels.
• Team Leadership: Lead the Workforce & Reporting team, assign tasks, monitor deliverables, and coach team members.
• Process Improvement: Improve reporting and WFM processes, automate recurring tasks, and enhance data accuracy and efficiency.
• Stakeholder Management: Partner with Operations, HR, and other stakeholders to address workforce concerns and provide data-driven recommendations.

Connaissances

Workforce planning

Forecasting

Excel

Power BI

SQL

Outils

Verint

NICE

Aspect

Genesys

Description du poste

• Full-time Position

• Set-up: Onsite

• Location: Ortigas Center, Pasig City

• Schedule: Night Shift

What You’ll Do

• Workforce Management: Monitor staffing, schedules, attendance, utilization, capacity, and workforce gaps based on business demand.

• Forecasting & Planning: Support workforce forecasting, scheduling, capacity planning, and resource allocation.

• Reports & Analytics: Prepare workforce/operational reports and dashboards; track KPIs, productivity, utilization, attendance, and service levels.

• Team Leadership: Lead the Workforce & Reporting team, assign tasks, monitor deliverables, and coach team members.

• Process Improvement: Improve reporting and WFM processes, automate recurring tasks, and enhance data accuracy and efficiency.

• Stakeholder Management: Partner with Operations, HR, and other stakeholders to address workforce concerns and provide data-driven recommendations.

What We’re Looking For

• 5+ years in workforce management, reporting, operations analytics, or similar

• Strong experience in workforce planning, forecasting, scheduling, and capacity management.

• Advanced Excel skills; experience with Power BI, dashboards, reporting automation, or data visualization is a plus.

• Experience in BPO, Shared Services, IT, Banking/Financial Services, or high-volume operations preferred.

• Familiarity with WFM tools such as Verint, NICE, Aspect, or Genesys is an advantage.

• Knowledge of SQL/data-querying tools is a plus.

• Strong analytical, problem-solving, communication, and stakeholder management skills.