Workforce Management Specialist - Tacloban

Virtual Staffing Solutions; General Santos; On-site; PHP 380,000 - 590,000; Full time

Job summary

Virtual Staffing Solutions in General Santos, Philippines is seeking a Workforce Management Specialist to oversee attendance, real-time queue monitoring, scheduling, and staff adherence to ensure service levels. You will analyze performance data, forecast staffing needs, and produce reports.

The role requires strong Excel skills, experience with WFM tools, and a proactive, detail-oriented approach in a fast-paced call center environment.

Qualifications

• Advanced Excel skills with complex formulas, reporting, and forecasting.
• Experience with VBA macros is advantageous.
• Strong analytical and numerical abilities.
• Excellent written and verbal communication.

Responsibilities

• Manage attendance tracking and real-time queue monitoring.
• Schedule staff and optimize shifts to meet service levels.
• Monitor productivity and code usage; generate reports.
• Develop metrics and targets with operations.
• Forecast requirements using trend data and reports.
• Collaborate with operations to improve delivery processes.
• Produce regular internal reports (hourly to monthly).

Skills

Advanced Excel

VBA Macros

Analytical thinking

Attention to detail

Multitasking

Communication

Tools

Aspect WFM

IEX

CMS

Avaya

Symposium

Blue Pumpkin

Job description

Workforce Management Specialist - Tacloban Gensan, General Santos, South Cotabato, Soccsksargen, Philippines ..+ 2 0 - 1 Years REGULAR

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.

Job Snapshot

Updated Date

Aug 20 2026

Department

WFM

Location