Workforce Specialist
Cebu City, Central Visayas, Philippines
Job Overview
We're seeking a detail-oriented Workforce Specialist to join our growing team. This role is responsible for real-time monitoring, staffing forecasts, schedule management and intraday reporting to ensure our support teams meet service level goals. The ideal candidate thrives in fast-paced environments, has strong analytical skills and works well cross-functionally to keep operations efficient and responsive.
Responsibilities
- Monitor real-time queues and agent activity to ensure service levels are met
- Forecast call/chat/email volumes based on historical trends and seasonal patterns
- Build and manage agent schedules, adjusting based on business needs
- Coordinate breaks, time-off requests and shift bids
- Report on KPIs such as adherence, occupancy, shrinkage and schedule compliance
- Communicate staffing recommendations to leadership and department heads
- Identify intraday issues and recommend quick-turn solutions
- Collaborate with training, HR and operations teams to align workforce plans
- Support workforce planning tools and platforms (e.g., WFM, Excel, Google Sheets)
- Document and improve WFM processes and best practices
Job Qualifications and Skills Set
- 1–3 years of experience in workforce management or real-time monitoring
- Strong analytical and problem-solving skills
- Experience with workforce management software (e.g., NICE, Verint, Genesys, or similar)
- Proficiency in Excel or Google Sheets for reporting and modeling
- Excellent communication skills and attention to detail
- Ability to multitask and make quick decisions in dynamic environments
- Background in BPO, call center or high-volume support teams preferred
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