Workforce Management Specialist - Tacloban

Virtuale Staffing; General Santos; On-site; PHP 420,000 - 600,000; Full time

Job summary

Virtuale Staffing is seeking a WFM Specialist in the Philippines to manage attendance tracking, real-time queue monitoring, scheduling, staffing, adherence, productivity, break optimization, and coaching activities to ensure service levels and KPIs.

The role involves creating metrics, reports, and forecasts, and collaborating with operations to improve processes and delivery. Prior call center and WFM tool experience is essential.

Qualifications

• Demonstrates a strong work ethic and high level of professionalism.
• Advanced Microsoft Excel skills with complex formulas, reporting, and forecasting; proficient in 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 accuracy.

Responsibilities

• Manage 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 improve 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.

Skills

Advanced Excel

VBA Macros

Analytical skills

Time management

Communication skills

Multitasking

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.