WFM Specialist / MIS

Wipro Philippines Inc.; Cebu City; On-site; PHP 360,000 - 480,000; Full time

Job summary

Wipro Philippines Inc. in Cebu City is seeking a WFM Specialist / MIS to support operational leadership and clients with daily metrics reporting. The role focuses on real-time data, WFM/RTA tools, and delivering accurate dashboards for the operations team.

You will publish real-time and historical data, participate in change control, and ensure MIS deliverables meet SLA requirements. Strong Excel/Power BI skills, good communication, and the ability to work under pressure are essential.

Qualifications

• College graduate with relevant degree.
• Proficient in Power BI and Excel macros.
• 1–4 years of workforce management experience.
• Good communication skills.
• Ability to perform under pressure and lead by example.
• Strong problem solving and tech-savvy.
• Coordinate with Operations Managers for staffing planning.
• Strong statistical, analytical and reporting abilities.
• Knowledge of call arrival patterns in call centers.
• Knowledge of Intraday Planning, Forecasting Shrinkage and scripting is a plus.

Responsibilities

• Support Operational Leadership teams and clients with daily metrics reporting.
• Create and maintain real-time applications (WFM/RTA tools).
• Interact with clients as required.
• Handle process change control and development.
• Publish real-time and historical data/reports to the operation team.
• Perform tasks assigned by the process head/SDL.
• Work on ad hoc responsibilities to assist operations.
• Manage MIS SLAs and deliverables and ensure timely delivery by MIS team.

Skills

Power BI

Excel macros

Communication skills

Problem solving

Stress management

Analytical skills

Team coordination

Education

College Graduate

Tools

Excel

Macros

Job description

WFM Specialist / MIS

Onsite - Cebu City

Responsibilities:

• Provide support to Operational Leadership teams, Clients in a day to day basis, ensuring the reporting of all metrics and KPIs
• Create and maintain Operational Real Time applications, e.g., WFM/RTA tools
• Client Interaction as and when required
• Process Change Control & Development
• Making/Publishing real time/Historical data/reports available to the operation team
• Performs other task/duties assigned by the process head/SDL
• Work on any ad hoc responsibility given by process head in order to assist operations
• Manage MISSLAs and deliverables and ensure MIS team members are able to deliver timely and accurately.

Qualifications:

• College Graduate
• Power BI, Excel proficiency writing Macros
• 1- 4 years relevant experience in workforce management
• Good communications skills
• Leading by example and ability to handle stressful situation
• Problem solving skills & Tech-savvy
• Ability to coordinate with Operations Managers for planning of staffing, capacity utilization, seating
• Good statistical, analytical and reporting skills
• Knowledgeable in call arrival patterns in call center environment in order to develop staffing requirements, rosters
• Knowledge in other WFM activities including Intraday Planning, Forecasting Shrinkage, Scripting skills and database knowledge should be an added advantage.