Job Title:

2025 Workforce Management GVPAL

Job Description

Workforce Management (WFM) professionals play a crucial role in ensuring the efficient operation of business processes by forecasting, scheduling, and managing staff resources to meet organizational goals. They oversee workforce planning, real-time monitoring, and data analysis to optimize service levels, productivity, and customer satisfaction.

Key Responsibilities:

Forecasting & Planning:

Analyze historical data to forecast workload demands.Develop long-term and short-term staffing plans to meet business objectives.

Scheduling & Resource Allocation:

Create and manage staff schedules to align with forecasted demand.Ensure optimal allocation of resources to meet service level agreements (SLAs).

Real-Time Management:

Monitor real-time adherence to schedules and performance metrics.Adjust staffing levels and schedules dynamically to address unexpected changes in demand.

Performance Analysis & Reporting:

Generate and analyze reports on key performance indicators (KPIs) such as service levels, occupancy, and efficiency.Provide actionable insights and recommendations to leadership for continuous improvement.

Stakeholder Collaboration:

Work closely with operations, human resources, and other departments to align WFM strategies with business needs.Communicate staffing needs, challenges, and solutions to relevant stakeholders.

Process Improvement:

Identify areas for process improvement within workforce management operations.Implement best practices and technology solutions to enhance WFM efficiency.

Qualifications:

Bachelor's degree in Business, Statistics, or related field (preferred).Experience in workforce management, contact center operations, or related roles.Proficiency in WFM tools (e.g., Verint, NICE, Genesys, Aspect) and MS Excel.Strong analytical, problem-solving, and communication skills.Ability to adapt to a fast-paced, dynamic environment.

Key Competencies:

Analytical Thinking: Ability to interpret data and make data-driven decisions.Attention to Detail: Precision in scheduling, forecasting, and reporting.Communication: Clear and effective communication with various stakeholders.Flexibility: Ability to adjust strategies quickly in response to changing demands.

Location:

PHL Mandaluyong City - Megamall

Language Requirements:

Time Type:

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