2025 Workforce Management GVPAL

Philippines Category Workforce Management (WFM) Job Id R1559182 Posted Date 01/15/2025 External
  • PHL Cebu
  • PHL Cebu City - Cebu Exchange Tower, Salinas Drive, Cebu IT Park, Lahug
  • PHL Cebu City - One Montage, Archbishop Reyes, Cebu Business Park
  • PHL Cebu Work-at-Home
  • PHL Davao
  • PHL Davao 9th, 11th, 12th & 14th Flrs, Davao Finance Center
  • PHL Davao Work-at-Home
  • PHL Makati City
  • PHL Mandaluyong City - Shaw 2
  • PHL Muntinlupa City
  • PHL Quezon City
  • PHL Mandaluyong City - Megamall
JOB DESCRIPTION

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

Email this job to:

Email this job to yourself or a friend.
Your name should not be empty
Recipient’s email address should not be Empty Please enter a valid Recipient’s email address

No locations found

Hi, we’re Concentrix.

We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. So naturally, we're committed to creating game-changing career journeys that power our people towards greater opportunities and brighter futures.

loading

Be notified for similar jobs

Sign up to receive job alerts

Success! Successfully subscribed for similar jobs You have already subscribed for this job Failure! Failed to subscribed for similar jobs

Get tailored job recommendations based on your interests.

loading

Profile recommendations

No recommendations found

loading

Similar Jobs

No recommendations found

loading

Jobseekers Also Viewed

No recommendations found