WFM Senior Associate: Forecasting, Scheduling, Onsite Start

Infosys BPM Philippines; Taguig; On-site; PHP 558,000 - 837,000; Full time

Benefits offered by this job

HMO for employee + 2 dependents on Day

Quarterly performance bonus

Job summary

Infosys BPM Philippines is seeking a Workforce Management Senior Associate to optimize staffing for client operations. You will forecast volumes, build staffing models, and provide data-driven recommendations to drive efficiency.

The role requires 3 years of WF experience, proficiency in MS Excel, and familiarity with WFM tools. The position is onsite at BGC Taguig with shifting schedules and opportunities to start ASAP.

Qualifications

• Bachelor's degree graduate, any field.
• 3 years of WF experience, preferably in BPO/Shared Services.
• Exposure to Scheduling, Capacity planning, Forecasting and Reporting.
• Knowledge with using WFM Scheduling tools (Verint, Genesys, IEX, Aspect, or the like) is a plus.
• Strong MS Office Tools knowledge (Excel in particular).
• Strong initiative and follow-through; strong organizational skills; detail-oriented.
• Flexibility to follow directions; able to manage multiple tasks; good analytical and decision-making skills; client-focused.
• Excellent listening and communication skills; highest ethics and integrity.
• Able to work in shifting schedules.
• Onsite work at BGC Taguig.
• Able to start ASAP.

Responsibilities

• Create forecast and staffing models to ensure workforce is staffed optimally.
• Provide analytical support for business initiatives and market conditions.
• Build relationships and communicate trends or concerns with data-backed recommendations.
• Identify upcoming initiatives or changes impacting volumes or staffing and assess effects on staffing needs.
• Generate volume forecasts for inbound contact center and processing departments; maintain forecasting models.
• Monitor staffing drivers against plan and advise on necessary actions.

Skills

Scheduling

Capacity planning

Forecasting

Reporting

MS Excel

Initiative

Organization

Analytical skills

Client-focused

Communication

Education

Bachelor's degree in any field

Tools

Verint

Genesys

IEX

Aspect

Job description

Infosys BPM Philippines is seeking a Workforce Management Senior Associate to optimize staffing for client operations. You will forecast volumes, build staffing models, and provide data-driven recommendations to drive efficiency.

The role requires 3 years of WF experience, proficiency in MS Excel, and familiarity with WFM tools. The position is onsite at BGC Taguig with shifting schedules and opportunities to start ASAP.