Workforce Planning & Real-Time Operations Lead

Alorica; Cebu City; On-site; PHP 350,000 - 550,000; Full time

Job summary

Alorica in Cebu City, Philippines, is seeking a Workforce Management professional to lead scheduling, attendance, and staffing for our contact center operations. You will drive forecasting processes, capacity planning, and performance reporting while ensuring service levels and optimization of resources.

The role emphasizes real-time management, data-driven decision making, and collaboration with Operations teams to improve key workforce metrics.

Qualifications

• Experience in Workforce Management within a BPO/contact center environment.
• Knowledge of forecasting, scheduling, and real-time management.
• Strong analytical, reporting, and leadership skills.

Responsibilities

• Manage scheduling, attendance, and staffing requirements.
• Monitor real-time performance and address staffing gaps.
• Support forecasting, capacity planning, and reporting.
• Analyze workforce metrics and recommend improvements.
• Coach Workforce Analysts and coordinate with Operations teams.

Skills

Workforce management

Forecasting

Leadership & analytics

Job description

Alorica in Cebu City, Philippines, is seeking a Workforce Management professional to lead scheduling, attendance, and staffing for our contact center operations. You will drive forecasting processes, capacity planning, and performance reporting while ensuring service levels and optimization of resources.

The role emphasizes real-time management, data-driven decision making, and collaboration with Operations teams to improve key workforce metrics.