WFM Specialist 3

VXI Global Solutions; Angeles; On-site; PHP 420,000 - 780,000; Full time

Job summary

VXI Global Solutions in the Philippines is seeking a Workforce Management Planner to forecast, plan, and schedule staff to meet service levels while optimizing costs. You will analyze historical data, model workload, and develop staffing plans for daily, weekly, and monthly horizons.

Collaboration with Operations and Finance is essential to align objectives and drive performance. Key duties include monitoring forecast accuracy, producing WFM reports, and providing data-driven recommendations to

Qualifications

• Experience in workforce forecasting for contact centers or similar environments.
• Ability to model workload and staffing requirements.
• Proficient with WFM metrics and Excel analyses.

Responsibilities

• Forecasting historical volume, AHT, and shrinkage to create short- and long-term forecasts.
• Plan staffing levels and create FTE plans for daily, weekly, and monthly horizons.
• Monitor forecast accuracy and KPIs such as Service Level and Adherence.
• Prepare and distribute WFM reports daily, weekly, and monthly.
• Collaborate with Operations, HR, and Finance to align workforce plans.

Skills

Forecasting

Capacity planning

Performance analysis

Reporting

Collaboration

Data analysis

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!