Workforce Specialist (BPO)

BEAWESOME, INC.; Davao City; On-site; PHP 335,000 - 558,000; Full time

Job summary

BEAWESOME, INC. in Davao is seeking a dedicated Workforce Specialist (BPO) to optimize staffing through forecasting, scheduling, and real-time performance monitoring. You will partner with Service Delivery to ensure SLAs are met across voice and chat channels.

The ideal candidate has experience with WFM tools, strong data analysis, and clear communication to drive efficient workforce decisions in a fast-paced contact center environment.

Qualifications

• Experience in forecasting and scheduling in Workforce Management for BPO.
• Proficient with WFM software and data analysis.
• Strong communication and collaboration skills.

Responsibilities

• Forecasts hourly, daily, and weekly volumes.
• Plans schedules to meet SLAs across voice and chat.
• Monitors real-time queue performance and adherence.
• Generates workforce reports to inform decisions.
• Collaborates with Service Delivery and leadership.
• Tracks attendance and informs on deviations.

Skills

Forecasting

Scheduling

Data analysis

Communication

Tools

WFM software

Job description

Workforce Specialist (BPO) - Davao

Awesome CX by Transcom is looking for talented individuals like you to join our awesome team! Be a Workforce Specialist for our Awesome CX by Transcom Davao site. This role focuses on workforce forecasting, scheduling, and real-time performance management to ensure optimal staffing levels, operational efficiency, and consistent achievement of service level agreements (SLAs).

Join our Awesome CX by Transcom Family as a Workforce Specialist!

Key Responsibilities:

• Forecasts hourly, daily, and weekly contact volumes by analyzing trends, upcoming promotions, product launches, and historical data

• Facilitates daily queue alignment meetings and collaborates with Service Delivery teams to determine headcount requirements and optimize workforce efficiency

• Develops and manages agent schedules based on forecasted volumes to ensure adequate coverage and maintain service level agreements (SLAs) across voice and chat queues

• Monitors real-time queue performance, agent productivity, and schedule adherence, providing timely updates and reports to Team Leads for necessary adjustments

• Generates workforce reports and performance analysis to support queue management strategies and operational decision-making

• Tracks attendance and adherence, notifying Team Leads of any out-of-adherence or attendance issues impacting team performance

• Partners with the WFM Supervisor and Service Delivery leadership to provide insights on forecasting accuracy, operational challenges, trends, and process improvement opportunities

What we are looking for:

To be successful in this role you must be...

• Previous experience of scheduling and forecasting task in Workforce Management in BPO setting

• Experience with WFM software and data analysis

• Strong communication skills

• Data Informed - able to gain important insights from reporting and analysis. We use data as one piece of the puzzle

What Life at Awesome CX by Transcom is like

Awesome CX by Transcom inclusive culture is rooted in wellness & fun. Culture doesn't equal perks! We've got great amenities, suited to every need. You'll be hard pressed to find a company that doesn't say they have great culture, so what makes us different?

Wellness:

At Awesome CX by Transcom, we want to take care of our greatest assets, our people! We are sure to prioritize the whole person, not just their professional life, but their personal one as well. Knowing that happy and healthy employees make top performers.

The health and well-being for all Awesome CX by Transcom team members is, and will remain, our greatest priority. Accessibility to health care means an onsite care center, STD testing, as well as insurance equality for everyone to ensure that every person has peace of mind.

One of our core values is "good vibes". We like to think that we provide an awesome environment to support as many good days as possible. However, on the inevitable, yet occasional bad days, we offer resources such as an in-house psychologist, mental health courses, as well as a dance and yoga studio to help give our team a boost.

Free daycare facilities give our teams one less thing to worry about while at work. By providing a safe place for kids to learn, play, and grow, Awesome CX by Transcom helps the parents on our teams focus on their work knowing their kids are well taken care of.

True to our value of "Keeping It Real" we encourage our team members to come as they are and be their authentic selves at work. We celebrate each other's differences, whether that is by honoring a cultural holiday or celebrating Pride month!

Career Development - At Awesome CX by Transcom, we look to support our customer experience specialists just as much as they are committed to supporting your customers. A vast variety of training and education give our agents the tools they need to thrive and succeed.

Awesome Cares - community involvement and charitable contributions The importance of giving back to our community is embedded in our DNA, which is why one of our values is "Do the right thing". We take responsibility for the impact we can make on our brands, our people, and our planet.

Fun:

At Awesome CX by Transcom we work hard, we play harder! After all, what's life without a little fun? We believe that a culture that creates long lasting happiness is a culture that delivers client results. Our in-office amenities and team building excursions contribute to Awesome CX by Transcom's cool-ture.

Work doesn't have to be boring... We bring the fun to the workplace...

• Life size chess board

• Putting green

• Waterfalls

• Dance and yoga studio

• Pingpong tables

• Cafes

• Collaborative Workspaces

• Dog friendly

Our teams are more like family. That's in large part due to our team building events and off site excursions. From fun happy hours after work, to amazing sightseeing trips, there's so much we have to offer to bond our team together.

Year end party - honestly, we can't even explain it. You'd have to see it to believe it. This is an unforgettable time of year for our teams to get together and celebrate their accomplishments.

Dog friendly office spaces. Our workspaces are so fun your furry friends will even want to join, and they're welcome. Just think about it - bring your dog to work every day, everyday!

Our dedication to ensuring employee happiness goes above and beyond. And by that, we mean that we have a whole happiness team whose job is to bring joy into the office. From celebrating team members' birthdays, to recognizing amazing accomplishments, the happiness team is there to put a smile on everyone's face!