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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