Workforce Management Specialist

J-K Network Services; Muntinlupa; On-site; PHP 334,800 - 446,400; Full time

Benefits offered by this job

HMO for Employee and 2 Dependents (On Day 1)

Quarterly performance bonus

Outstanding career development opportunities

15% Night Differential

24 Leaves Annually

Job summary

A leading BPO provider in the Philippines is seeking a Process Associate Specialist - WFM to manage workforce planning and support business units effectively. The ideal candidate should have a Bachelor's degree and at least 3 years of experience in Workforce Management within a BPO. Responsibilities include forecasting workloads, analyzing data trends, and advising on staffing needs. This role requires adaptable individuals who can thrive in shifting schedules and is based onsite in Muntinlupa.

Qualifications

• At least 3 years of total experience as a Workforce Management in a BPO/Shared Services company.
• Familiarity with scheduling tools is an advantage.
• Able to work in shifting schedules.

Responsibilities

• Oversee workforce and resource planning for one or more business units.
• Identify potential issues and opportunities early.
• Communicate trends, risks, and recommendations using data.

Skills

Workforce Management Scheduling tools (Verint, Genesys, IEX, Aspect)

Data analysis

Communication skills

Education

Bachelor Degree

Job description

Process Associate Specialist - WFM

COMPANY PROFILE: With 18 years of industry experience, the company offers a wide range of BPO services supported by state-of-the-art facilities in prime Manila locations. It is known for delivering reliable, high-quality solutions tailored to meet diverse business needs.

Position: Workforce Management Specialist

Company Industry: BPO Company

Work Location: Alabang

Work Schedule: Shifting schedules

Salary: Php 30,000 - Php 40,000

Work Set Up: Work onsite

BENEFITS

• HMO for Employee and 2 Dependents (On Day 1)
• Quarterly performance bonus
• Outstanding career development opportunities
• 15% Night Differential
• 24 Leaves Annually

JOB REQUIREMENTS

• Bachelor Degree Holder
• At least 3 years of total experience as a Workforce Management in a BPO/Shared Services company
• WFM Scheduling tools (Verint, Genesys, IEX, Aspect, is an advantage
• Amenable to work in shifting schedules
• Amenable to work onsite

JOB RESPONSIBILITIES

• Oversee workforce and resource planning for one or more business units.
• Work closely with business partners as a trusted advisor, identifying potential issues and opportunities early.
• Communicate trends, risks, and recommendations clearly using data and insights.
• Partner with teams to understand upcoming changes or initiatives that may impact workload or staffing needs.
• Forecast call volumes and workload for contact center and processing teams.

RECRUITMENT PROCESS

• Initial Interview
• Final Interview
• Job Offer