Workforce Management Specialist - Forecasting & Scheduling

Private Advertiser; Kawit; On-site; PHP 400,000 - 700,000; Full time

Job summary

Private Advertiser is seeking a dedicated Work Force Management Officer to join our Call Center & Customer Service division in Bacoor City, Cavite. This full-time role focuses on forecasting, scheduling, and monitoring staffing to meet demand while maintaining service quality.

You will forecast call volumes, maintain schedules, monitor real-time adherence, and prepare reports for senior management, ensuring compliance with labor regulations and company policies.

Qualifications

• Experience in workforce management or staffing coordination in a call center.
• Proficiency with WFM software and scheduling tools.
• Strong analytical, data interpretation and decision-making skills.
• Knowledge of KPIs, SLAs and call center operations.

Responsibilities

• Forecast call volumes and staffing needs using historical data.
• Develop and maintain staffing schedules aligned with forecasted demand.
• Monitor real-time adherence to schedules and adjust to meet SLAs.
• Track metrics like occupancy, shrinkage, AHT and service levels.
• Coordinate with team leaders to communicate workforce requirements.
• Identify process improvements to boost efficiency and cut costs.
• Prepare workforce management reports for senior management.
• Ensure compliance with labor regulations and company policies.
• Support recruitment and onboarding to maintain staffing.
• Provide training on workforce management systems and tools.

Skills

Workforce management

Staffing coordination

Call center operations knowledge

Analytical skills

Excel

Communication skills

Problem-solving

Education

Bachelor's degree in Business, Management, Mathematics, Statistics or related field

Tools

Workforce management software

Scheduling systems

Analytics platforms

Job description

Private Advertiser is seeking a dedicated Work Force Management Officer to join our Call Center & Customer Service division in Bacoor City, Cavite. This full-time role focuses on forecasting, scheduling, and monitoring staffing to meet demand while maintaining service quality.

You will forecast call volumes, maintain schedules, monitor real-time adherence, and prepare reports for senior management, ensuring compliance with labor regulations and company policies.