Job Description
Job Description
Process Specialist – Workforce Management (WFM) – Full-time, On-site, Pasay City, Philippines.
Requirements
- Bachelor’s Degree holder.
- At least 3 years total experience in Workforce Management within a BPO or Shared Services setting.
- Proficiency with WFM scheduling tools (Verint, Genesys, IEX, Aspect) is an advantage.
- Amenable to shift schedules and onsite work.
Responsibilities
- Oversee workforce and resource planning for one or more business units.
- Collaborate with business partners as a trusted advisor, identifying potential issues and opportunities early.
- Communicate trends, risks, and recommendations clearly using data and insights.
- Partner with teams to understand upcoming changes or initiatives that may impact workload or staffing needs.
- Forecast call volumes and workload for contact center and processing teams.
Benefits
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