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:
If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents
