WFM Performance Specialist

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