Deskripsi Pekerjaan
Are you a detail-oriented professional with a passion for operational excellence? Genfinity Philippines, Inc. is looking for a skilled Workforce Management (WFM) Specialist to join our high-performing team in Makati City. In this pivotal role, you will be the backbone of our operational efficiency, ensuring that our staffing levels are perfectly aligned with our business demands.
As a WFM Specialist, you will be responsible for forecasting, scheduling, and real-time monitoring to maintain service levels while fostering a productive, safe, and organized work environment. You will collaborate closely with team leads and operations managers to translate data-driven insights into actionable scheduling strategies. If you thrive in a fast-paced call center environment and possess a knack for problem-solving, we want to hear from you.
Join us at Genfinity Philippines, where we value innovation, employee growth, and seamless operational delivery. Take the next step in your career and help us shape the future of our workforce efficiency.
Tanggung Jawab
- Develop and manage accurate short-term and long-term staffing forecasts to meet service level agreements.
- Create and maintain optimized employee schedules, ensuring coverage matches peak call volume periods.
- Monitor real-time performance metrics and implement course corrections to manage intraday variances.
- Collaborate with department heads to streamline workflow processes and improve operational efficiency.
- Conduct regular reporting and analysis on key performance indicators (KPIs) such as occupancy, shrinkage, and adherence.
- Address attendance and scheduling issues proactively to minimize impact on customer service delivery.
- Maintain a safe, organized, and high-performance team environment through effective communication and coordination.
Kualifikasi
- Bachelor’s degree in Business Administration, Mathematics, Statistics, or a related field.
- At least 2-3 years of proven experience in a Workforce Management or capacity planning role within a BPO/Call Center setting.
- Advanced proficiency in Microsoft Excel (VLOOKUP, Pivot Tables, Macros) is essential.
- Strong analytical skills with the ability to interpret complex data sets into actionable business insights.
- Excellent communication and stakeholder management skills to influence operational decisions.
- Ability to remain calm and decisive under pressure in a fast-paced environment.
- Experience with industry-standard WFM software (e.g., Aspect, Nice, Verint) is highly preferred.