WFM & RTA Specialist - Forecast, Schedule, Optimize

Sutherland Global; Mandaluyong; On-site; PHP 600,000 - 900,000; Full time

Job summary

Sutherland Global in Mandaluyong is looking for a Workforce Management professional to enhance operational efficiency through forecasting and scheduling. The ideal candidate has 2-4 years of experience in a BPO or contact center, alongside strong analytical and communication skills.

Familiarity with workforce management tools and metrics is preferred. This position requires flexibility in working hours and the ability to thrive in a fast-paced environment.

Qualifications

• Minimum 2–4 years of Workforce Management experience in a BPO, contact center, or customer service environment.
• Experience in forecasting, scheduling, capacity planning, and/or real-time management.
• Excellent verbal and written communication skills.

Responsibilities

• Develop short- and long-term volume forecasts using historical trends.
• Create and maintain agent schedules based on business requirements.
• Monitor real-time performance against forecasted demand.
• Generate daily, weekly, and monthly workforce management reports.

Skills

Workforce Management

Forecasting

Scheduling

Analytical Skills

Microsoft Excel

Communication Skills

Education

Bachelor’s degree preferred

Tools

Verint

NICE IEX

Aspect

eWFM

Genesys

Calabrio

Job description

Sutherland Global in Mandaluyong is looking for a Workforce Management professional to enhance operational efficiency through forecasting and scheduling. The ideal candidate has 2-4 years of experience in a BPO or contact center, alongside strong analytical and communication skills.

Familiarity with workforce management tools and metrics is preferred. This position requires flexibility in working hours and the ability to thrive in a fast-paced environment.