Workforce Management Specialist

Virtuale Staffing; General Santos; On-site; PHP 300,000 - 540,000; Full time

Job summary

Virtuale Staffing is seeking a WFM Specialist to manage attendance tracking, real-time queue monitoring, scheduling, staffing, adherence and coaching to ensure service levels and KPIs. The role involves producing regular reports, forecasting requirements, and collaborating with the operations team to drive process improvements.

Ideal candidates have strong Excel skills, experience with WFM tools, and a proactive, detail-oriented mindset with the ability to work independently and meet tight

Qualifications

• Demonstrates a strong work ethic and professionalism.
• Advanced Microsoft Excel with complex formulas, reporting and forecasting.
• Experience with VBA macros is an advantage.
• Familiarity with WFM and contact center tools such as Aspect WFM, IEX, CMS, Avaya, Symposium and Blue Pumpkin is a plus.
• Strong attention to detail and ability to multitask.

Responsibilities

• Manage attendance tracking, real-time queue monitoring, scheduling and staffing of agents.
• Monitor productivity and status code usage; generate metrics and targets.
• Collaborate with operations to improve delivery processes.
• Produce hourly, bi-hourly, daily, biweekly and monthly internal reports.
• Forecast requirements using trends and reports; assist on projects as needed.

Skills

Advanced Excel

WFM knowledge

Call center experience

Analytical skills

Tools

Aspect WFM

IEX

CMS

Avaya

Symposium

Blue Pumpkin

Job description

We are looking for a WFM Specialist to manage attendance tracking, real-time queue monitoring, scheduling, staffing, adherence, productivity, break optimization, and coaching activities to ensure service levels and key performance metrics are achieved.

Job Responsibilities:

• Manage the call volume, daily attendance, and program break schedules; staffing & scheduling of agents/staff
• Monitor agent productivity and aux/status code usage
• Assist with creation of metrics and targets for services
• Work closely with the operations team to analyze and help improve their delivery processes
• Generate ideas for process and service improvement planning
• Produce hourly, bi-hourly, daily, biweekly, and monthly internal reports
• Use trends and reports to forecast requirements
• Assist with projects and other duties as requested or assigned

Requirements:

• Demonstrates a strong work ethic and high level of professionalism.
• Advanced Microsoft Excel skills, including complex formulas, reporting, and forecasting; proficient in Microsoft Word and email communication.
• Experience with VBA Macros is an advantage.
• Familiarity with WFM and contact center tools such as Aspect WFM, IEX, CMS, Avaya, Symposium, and Blue Pumpkin is a plus.
• Strong attention to detail with a high degree of accuracy.
• Ability to multitask, stay focused, and complete reports over extended periods.
• Previous call center experience required; Workforce Management experience is an advantage.
• Proactive, self-motivated, and able to take initiative.
• Flexible team player with a positive attitude and adaptability to change.
• Excellent time management skills with the ability to work independently and meet tight deadlines.
• Capable of handling multiple projects simultaneously.
• Strong verbal and written communication skills.
• Effective problem-solving and analytical skills.
• Excellent attendance and reliability record.