Workforce Specialist

Arcadis Consulting Middle East Limited; Philippines; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

Arcadis is seeking a Workforce Specialist in the Philippines to monitor real-time workloads, maintain schedules, and ensure proper staffing to meet client and operational targets. You will partner with GSO leadership to deliver proactive workforce support that enhances efficiency.

The role requires 3+ years in real-time monitoring and scheduling within a multinational setting, a relevant bachelor's degree, and strong analytics, communication, and collaboration skills.

Qualifications

• Minimum of 3 years’ hands-on experience in real-time monitoring and scheduling.
• Bachelor's degree in Business, Science, Engineering, Mathematics or IT with ≥3 years of relevant work experience.
• Demonstrates collaboration capability to influence stakeholders, develop and manage processes, mitigate risks, and control quality.
• Experience in a Shared Services Center and willingness to work on 24x7 shifts including weekends and holidays.
• Excellent analytical and communication skills with strong negotiation abilities.

Responsibilities

• Monitor workload volumes, queue performance, staffing adherence, and service level trends in real time.
• Coordinate schedule adjustments, shifts, breaks, overtime, and other staffing activities to meet needs.
• Maintain accurate workforce data, schedules, rosters, and operational trackers.
• Provide timely updates to operations when gaps or risks are identified and support reporting.
• Analyze historical data to identify trends and opportunities for scheduling efficiency.

Skills

Real-time monitoring

Scheduling

Stakeholder management

Data analysis

Communication

Process improvement

Education

Bachelor's Degree in Business, Science, Engineering, Mathematics or IT

Tools

Power BI

MS Office

Job description

Arcadis is the world's leading company delivering sustainable design, engineering, and consultancy solutions for natural and built assets.

We are more than 34,000 people, in over 30 countries, dedicated to improving quality of life. Everyone has an important role to play. With the power of many curious minds, together we can solve the world's most complex challenges and deliver more impact together.

Role description:

As a Workforce Specialist provide support Real-Time Adherence (RTA) and scheduling operations by maintaining accurate schedules, monitoring staffing levels, and ensuring the right people are assigned at the right time to meet business, client, and operational needs. Partner with GSO and GSO Leadership to deliver proactive, solution-focused workforce support that drives efficiency and exceeds stakeholder expectations.

Role accountabilities:

Individual accountabilities:

Service Delivery

• Perform real-time monitoring of workload volumes, queue performance, staffing adherence, schedule compliance, and service level trends across supported teams.
• Track intraday performance and identify immediate risks related to coverage, capacity, backlog, attendance, and operational commitments.
• Coordinate schedule adjustments, shift movements, breaks, lunches, overtime, time-off, and other staffing activities to support business needs and maintain service delivery targets.
• Monitor daily staffing coverage against planned schedules and ensure that operational requirements are supported throughout the day.
• Review attendance, schedule adherence, shrinkage, planned absences, unplanned absences, and other workforce factors that may impact service delivery.
• Support the creation, maintenance, and adjustment of team schedules, including shift assignments, rest days, coverage plans, and capacity alignment.
• Maintain accurate workforce data, schedules, roster updates, and operational trackers to ensure reliable reporting and decision-making.

Operational Excellence

• Provide timely updates and recommendations to operations stakeholders when staffing gaps, volume spikes, or service level risks are identified.
• Analyze real-time and historical operational data to identify trends, risks, and opportunities for improved scheduling efficiency and resource utilization.
• Prepare and maintain workforce reports, dashboards, trackers, and schedule-related documentation to support operational visibility and decision-making.
• Work with operations teams to address staffing gaps, improve adherence, and support continuous improvement of workforce processes

Stakeholder Management

• Coordinate with team leads, managers, and operations stakeholders to communicate real-time staffing updates, schedule changes, and coverage risks.
• Partner with operations to understand support requirements, planned activities, volume trends, and staffing needs that may affect scheduling and capacity.
• Provide clear and timely workforce updates to support operational planning, daily decision-making, and service delivery priorities.
• Participate in operational reviews, workforce discussions, and planning sessions to ensure schedules and staffing plans remain aligned with business requirements.

Key Shared Accountabilities

• Share accountability for supporting operational stability by ensuring workforce activities are aligned with agreed service delivery priorities.
• Contribute to effective workforce governance by maintaining consistency, accuracy, and reliability in schedule-related processes and data inputs.
• Support informed decision-making by providing workforce insights that help operations manage staffing, capacity, and service level considerations.
• Promote continuous improvement by identifying opportunities to strengthen workforce processes, scheduling practices, and operational visibility.
• Other Ad Hoc Tasks: you are expected to help and participate to activities and initiatives by Arcadis.

Required Qualifications

• Minimum of 3 years’ hands-on experience in real-time monitoring and scheduling within a multinational engineering or professional shared services firm. Knowledge in workforce forecasting and capacity planning is a plus,including the ability to understand demand trends, staffing requirements, and future workload considerations.
• Has a Bachelors'Degree in Business, Science, Engineering, Mathematics or IT, with at least 3 years relevant work experience (qualification in Data/Analytics/Statistics or an understanding
• Demonstrates significant collaboration capabilityto influence stakeholders, develop and manage processes, mitigate risks,and control quality to achieve positive outcomes.
• Has previous experience working in a Shared Services Center, willing to work on a 24x7shifting schedules including weekends and holidays.
• Has excellent analytical and communication skills (written and oral) including strong negotiation and influencing skills and the ability to establish effective working relationships with a variety of people at different levels of project management principles an advantage)

Preferred Qualifications

• ITIL, SDA, CompTIA+ and other relevant certifications is a plus.
• This position interfaces with multi-disciplined teams working with and delivering from different countries so an experience working with cultural differences is preferred.

The ideal candidate should:

• Demonstrates significant collaboration capabilityto influence stakeholders, develop and manage processes, mitigate risks, and control quality to achieve positive outcomes.
• Demonstrated experience in successfully participating in the design/delivery of changes and/or solutionsin a global company with a complex business environment.
• Demonstrate strong numerical ability & comfortable in manipulating/analyzing data with keen eye for detail and high level of accuracy
• Demonstrated flexibility and adaptability in work style to work independently to organize and prioritize demands, handle multiple complex tasks simultaneously, set and meet deadlines, and follow-through within a fast-paced environment with multiple and competing demands and be able to handle sudden changes in priorities
• Has a sound level expertise in relevant professional disciplines, such as:
• IT service and support management
• Planning & resource management principles
• Process management
• MS Office and preferably reporting tools like Power BI
• Strong understanding with SLAs and KPIs

Why Arcadis?

We can only achieve our goals when everyone is empowered to be their best. We believe everyone's contribution matters. It's why we are pioneering a skills-based approach, where you can harness your unique experience and expertise to carve your career path and maximize the impact we can make together.

You’ll do meaningful work, and no matter what role, you’ll be helping to deliver sustainable solutions for a more prosperous planet. Make your mark, on your career, your colleagues, your clients, your life and the world around you.

Together, we can create a lasting legacy.

Join Arcadis. Create a Legacy.

Our Commitment to Equality, Diversity, Inclusion & Belonging

We want you to be able to bring your best self to work every day, which is why we take equality and inclusion seriously and hold ourselves to account for our actions. Our ambition is to be an employer of choice and provide a great place to work for all our people. At Arcadis, you will have the opportunity to build the career that is right for you. Because each Arcadian has their own motivations, their own career goals. And, as a people first business, it is why we will take the time to listen, to understand what you want from your time here, and provide the support you need to achieve your ambitions.