WFM Specialist 3

VXI Global Holdings B.V. (Philippines); Manila; On-site; PHP 450,000 - 750,000; Full time

Job summary

VXI Global Holdings B.V. (Philippines) is seeking a Workforce Management Planner to forecast, plan, and schedule resources to meet service levels while optimizing costs. You will analyze historical data, predict workload, and create staffing plans aligned with business objectives.

This role partners with Operations, HR, and Finance to drive data-driven decisions. The candidate will monitor KPIs such as Service Level, Occupancy, AHT, and Adherence, and produce daily to monthly WFM reports,

Qualifications

• Experience with WFM forecasting and scheduling
• Strong analytical and data interpretation skills
• Ability to translate data into actionable staffing plans

Responsibilities

• Forecast workload using historical data and drivers.
• Plan staffing for multiple horizons (daily/weekly/monthly).
• Monitor KPIs (Service Level, Occupancy, AHT, Adherence).
• Prepare and share WFM reports (daily/weekly/monthly).
• Collaborate with Operations, HR and Finance on plans.

Skills

Forecasting

Capacity planning

Performance analysis

Reporting

Collaboration

Tools

Verint

NICE

Aspect

Job description

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

Job Definition

The Workforce Management Planner is responsible for forecasting, planning, and scheduling resources to ensure operational efficiency and service level achievement. This role involves analyzing historical data, predicting future workload, and creating staffing plans that align with business objectives while optimizing cost and performance.

Key Responsibilities

Forecasting:

• Analyze historical volume, AHT, and shrinkage trends to create accurate short-term and long-term forecasts.
• Incorporate business drivers, seasonality, and special events into forecast models.
• Adjust forecasts based on real-time trends and stakeholder feedback.

Capacity Planning

• Calculate staffing requirements based on forecasted workload and service level targets.
• Develop FTE plans for different time horizons (daily, weekly, monthly).
• Provide recommendations for hiring, overtime, and cross-training.

Performance Analysis

• Monitor forecast accuracy and identify variances.
• Analyze KPIs such as Service Level, Occupancy, AHT, and Adherence.
• Recommend process improvements to enhance efficiency and accuracy.

Reporting

• Prepare and distribute daily, weekly, and monthly WFM reports.
• Communicate staffing plans and forecast updates to operations and leadership.
• Provide insights on trends and risks impacting workforce performance.

Collaboration

• Work closely with Operations, HR, and Finance teams to align workforce plans with business goals.
• Participate in planning meetings and provide data-driven recommendations.

Tools & Systems

• Utilize WFM software (e.g., Verint, NICE, Aspect) for forecasting and scheduling.
• Maintain data integrity and ensure accurate configuration of WFM systems.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!