Workforce Planning & Scheduling Specialist

Angkas; Makati; Hybrid; PHP 300.000 - 600.000; Vollzeit

Benefits dieser Stelle

Free meals

Gym access

Flexible schedule

Career growth

Zusammenfassung

Angkas is seeking a Workforce Specialist Service Excellence in Makati, Philippines. You will align staffing with forecasted demand and manage scheduling, intraday actions, and adherence to SLAs. The role supports both onsite and hybrid work arrangements to optimize costs and service levels.

You will analyze trends, produce reports, and collaborate with teams to ensure smooth operations and outstanding customer interactions.

Qualifikationen

• Bachelor's degree in a relevant field or equivalent reporting experience.
• Minimum of 3 years of experience in WFM.
• Amenability to work onsite; weekends as Escalation POC (rotation based).

Aufgaben

• Forecasts demand by analyzing historical data, trends, campaigns, and cycles.
• Creates rostering to match predicted volumes and labor rules.
• Monitors intraday metrics and reallocates staff during spikes or outages.
• Tracks agent adherence, attendance, and breaks to ensure productivity.
• Protects SLA by meeting target response times for calls/chats.
• Generates reports and analytics for leadership and clients.

Kenntnisse

Forecasting

Scheduling

Real-Time Mgmt

Attendance Tracking

SLA Monitoring

Analytics

Ausbildung

Bachelor's degree

Tools

Excel

Google Sheets

WFM tools

Jobbeschreibung

Angkas is seeking a Workforce Specialist Service Excellence in Makati, Philippines. You will align staffing with forecasted demand and manage scheduling, intraday actions, and adherence to SLAs. The role supports both onsite and hybrid work arrangements to optimize costs and service levels.

You will analyze trends, produce reports, and collaborate with teams to ensure smooth operations and outstanding customer interactions.