Call Center WFM Specialist (Alabang, Muntinlupa)

Job Overview: Process Specialist – Workforce Management (WFM) Location: Fully Onsite (Alabang, Muntinlupa) | Schedule: Shifting Core Responsibilities Strategic Staffing: Develop forecasting and staffing models to ensure optimal headcount and operational efficiency. Resource Management: Provide planning oversight for specific business units, balancing volume against available resources. Stakeholder Collaboration: Partner with business leaders to anticipate upcoming projects or model changes that might impact staffing needs. Data Analysis: Generate volume projections for contact centers and back-office departments. Metric Monitoring: Regularly evaluate key drivers—including volume, AHT (Average Handle Time), shrinkage, and occupancy—against the original plan to recommend data-driven adjustments. Candidate Requirements Education: College degree in any field. Experience: At least 3 years of WFM experience, ideally within a BPO or shared services environment. Core Competencies: Proven background in forecasting, scheduling, capacity planning, and reporting. Technical Proficiency: High level of expertise in MS Excel ; familiarity with WFM tools (e.g., Verint, Genesys, IEX, or Aspect) is a significant advantage. Availability: Must be ready to start immediately and be flexible with shifting schedules. Note: Your resume must explicitly highlight your experience with RTA (Real-Time Adherence), Excel, forecasting, scheduling, and capacity planning. Compensation & Perks Health: HMO coverage for you and two dependents starting on your first day. Bonuses: Quarterly performance-based incentives and a 15% night shift differential. Time Off: 24 days of annual leave. Growth: Clear pathways for professional advancement.