Workforce Management Specialist

Position Title: WFM Specialist

Location: Clark, Pampanga

Experience: 5+

Shift timings: Will work a US Day Shift

The Workforce Management (WFM) Specialist is responsible for forecasting, scheduling, and managing daily staffing levels to ensure operational efficiency in contact centers or service teams. The WFM Specialist will utilize workforce management tools and techniques to ensure optimal service levels are met, while balancing operational costs.

Key Responsibilities:

1. Forecasting & Capacity Planning:

- Analyze historical data and trends to create accurate staffing forecasts.

- Develop short-term and long-term staffing plans for service teams, ensuring service levels are maintained.

- Collaborate with Operations and HR teams to align workforce requirements with business needs.

2. Scheduling:

- Create and manage employee work schedules, ensuring the right number of agents are in place to meet expected demand.

- Adjust schedules in real-time based on intraday performance and changing operational needs.

- Coordinate with other departments to accommodate shift changes, overtime, or time-off requests.

3. Real-Time Monitoring:

- Monitor real-time adherence to schedules and adjust optimize resource utilization.

- Track and report on service levels, shrinkage, and other performance metrics.

- Proactively identify and resolve potential service level issues.

4. Reporting & Analysis:

- Generate regular reports on staffing, service levels, occupancy, and other key metrics.

- Analyze performance data to provide actionable insights and recommend improvements to WFM processes.

- Present staffing models and operational reports to management and key stakeholders.

5. Communication & Collaboration:

- Act as a liaison between WFM and various teams including Operations, HR, and IT.

- Communicate daily performance, staffing updates, and alerts to relevant stakeholders.

- Facilitate regular WFM planning meetings to align on performance expectations and staffing adjustments.

Required Skills & Qualifications:

- Education: Bachelor's degree in Business Administration, Operations Management, or a related field preferred.

- Experience: 5+ years of experience in workforce management, preferably in a call center or service operation.

- Experience with WFM tools like NICE IEX, Verint, or Aspect is required.

Skills:

- Strong analytical skills with experience in forecasting and scheduling.

- Proficiency in MS Excel for reporting and data analysis.

- Excellent communication and collaboration skills.

- Ability to manage multiple tasks and work under pressure to meet deadlines.

- Knowledge of call center KPIs and workforce metrics (e.g., service level, occupancy, shrinkage, etc.).

Preferred Qualifications:

- Experience in real-time management and intraday staffing.

- Knowledge of workforce optimization methodologies.

- Familiarity with call routing and customer interaction platforms (e.g., Genesys, Avaya).

Solugenix is an information technology services firm that has a rich history of providing comprehensive technology services and solutions for more than five decades.

As a pioneer in IT services, we've partnered with some of the biggest global corporations across many industries. Our history was built on a foundation of partnerships with global brands like McDonald's, Microsoft, CIT Group, Johnson & Johnson, Herbalife, Sony Pictures Entertainment, and many others. Whether it's providing dedicated support centres, staffing quality teams, or delivering business service solutions, clients can always count on Solugenix.