Are you an experienced Contact Center Workforce Management Specialist looking for an exciting new career opportunity? We’re offering a fantastic role with a leading organization where you’ll help optimize workforce performance and enhance customer experiences.

About the Company

Our client is a recognized leader with a focus on in-house contact centers, committed to delivering exceptional client services. They value innovation, efficiency, and customer satisfaction, understanding the vital role that Workforce Management plays in these achievements.

• Location: Anywhere in the Philippines, work from home
• Hours: Full-time (8 hours/day, Mon-Fri)



Responsibilities

As a Workforce Management Specialist, you will be essential to ensuring efficient contact center operations. Your responsibilities will include:

• Utilizing workforce management tools to forecast contact volumes and plan optimal agent schedules.
• Conducting real-time monitoring of agent activities, making adjustments as needed to maintain service levels.
• Collaborating with team leads to optimize staffing levels based on demand and business needs.
• Analyzing historical data and workforce metrics to identify trends and recommend improvements.
• Tracking agent performance against KPIs, implementing performance enhancement strategies.
• Managing agent leave and time-off requests while ensuring adequate coverage and workforce productivity.
• Contributing to continuous improvement of workforce management practices, tools, and processes.

Requirements

• Proven experience as a Workforce Management Specialist or similar role in a contact center.
• Proficiency in workforce management tools and familiarity with CRM platforms and contact center telephony systems; Calabrio experience is a plus.
• Strong analytical skills to interpret data and make informed decisions.
• Excellent organizational and time-management skills.
• Exceptional communication skills to work effectively with cross-functional teams.