Workforce Management Specialist

HawodTech Solutions; Parañaque; On-site; PHP 400,000 - 600,000; Full time

Job summary

A technology solutions company in Metro Manila seeks a Workforce Management Specialist to generate forecasts and manage schedules. The ideal candidate will have a strong analytical background, be skilled in MS Excel, and have experience from a global call center. This role focuses on providing insights to enhance workforce productivity through effective planning and strategy implementation.

Qualifications

• Graduate of any IT related course or has completed 3 years undergraduate course with relevant experience.
• Must have strong statistical and analytical background.
• Highly skilled in MS Excel.
• Experience from a global call center/service desk WFM function is a must.
• Strong communication skills to collaborate with any level in the organization.
• Attention to detail and in-depth planning, organizational, and time management skills.

Responsibilities

• Maintain accurate forecast and monitor schedule adherence.
• Manage implementation of new programs from forecasting and scheduling perspective.
• Prepare reports and predict impact on KPIs.
• Analyze trends for accurate forecasting.
• Recognize and recommend operational improvements.

Skills

Analysis

Analytics

Forecasting

MS Excel

Mathematics

Time Management

Scheduling

Communication

Planning

Education

Graduate of any IT related course

Relevant experience

Tools

PowerBI

Calabrio One WFM Suite

Job description

The Workforce Management Specialist is an individual contributor role that generates forecasts and schedules while performing analytics on results. This is a job that requires a strong aptitude in mathematics and the ability to break down complex analytics into understandable and relatable terms to a wide variety of people. Through data preparation, tracking, and analysis, this position provides guidance and direction on workforce strategies to enhance performance and productivity.

Responsibilities

• Maintain accurate Forecast, Attendance Overview (Absenteeism) and Monitor Schedule Adherence
• Manage the implementation of new programs from a Forecast, Capacity Planning, and Scheduling perspective
• Work with the leadership team for potential schedule changes and prepare capacity planning
• Prepare Reports and predict impact on KPIs
• Analyze trends and gather input to accurate forecasting
• Recognize and recommend operational improvements

Qualifications

• Graduate of any IT related course or has at least completed 3 years undergraduate course but, with extensive relevant experience.
• Must have strong Statistical and Analytical background
• Highly skilled in MS Excel
• Experience from a Global call center/Service Desk WFM function is a must
• Experience with PowerBI
• Knowledge and/or experience with Calabrio One WFM Suite, preferably but not required
• Strong communication skills and can collaborate with any level in the organization
• Attention to detail and in-depth planning, organizational, and time management skills
• Comfortable in learning new applications quickly with minimal direction
• 2-3 years equivalent experience

Required Skills

• Analysis
• Analytics
• Forecasting
• MS Excel
• Mathematics
• Time Management
• Scheduling
• Education
• Preparation
• Leadership
• Planning
• Communication
• Management