WFM Specialist (BPO) - Forecasting & Real-Time Scheduling

BEAWESOME, INC.; Davao City; Presencial; PHP 335 000 - 558 000; Tempo integral

Resumo da oferta

BEAWESOME, INC. in Davao is seeking a dedicated Workforce Specialist (BPO) to optimize staffing through forecasting, scheduling, and real-time performance monitoring. You will partner with Service Delivery to ensure SLAs are met across voice and chat channels.

The ideal candidate has experience with WFM tools, strong data analysis, and clear communication to drive efficient workforce decisions in a fast-paced contact center environment.

Qualificações

• Experience in forecasting and scheduling in Workforce Management for BPO.
• Proficient with WFM software and data analysis.
• Strong communication and collaboration skills.

Responsabilidades

• Forecasts hourly, daily, and weekly volumes.
• Plans schedules to meet SLAs across voice and chat.
• Monitors real-time queue performance and adherence.
• Generates workforce reports to inform decisions.
• Collaborates with Service Delivery and leadership.
• Tracks attendance and informs on deviations.

Conhecimentos

Forecasting

Scheduling

Data analysis

Communication

Ferramentas

WFM software

Descrição da oferta de emprego

BEAWESOME, INC. in Davao is seeking a dedicated Workforce Specialist (BPO) to optimize staffing through forecasting, scheduling, and real-time performance monitoring. You will partner with Service Delivery to ensure SLAs are met across voice and chat channels.

The ideal candidate has experience with WFM tools, strong data analysis, and clear communication to drive efficient workforce decisions in a fast-paced contact center environment.