Job Overview: Process Specialist – Workforce Management (WFM)

Location: Fully Onsite (Alabang, Muntinlupa) | Schedule: Shifting

Core Responsibilities

• Strategic Staffing: Develop forecasting and staffing models to ensure optimal headcount and operational efficiency.
• Resource Management: Provide planning oversight for specific business units, balancing volume against available resources.
• Stakeholder Collaboration: Partner with business leaders to anticipate upcoming projects or model changes that might impact staffing needs.
• Data Analysis: Generate volume projections for contact centers and back-office departments.
• Metric Monitoring: Regularly evaluate key drivers—including volume, AHT (Average Handle Time), shrinkage, and occupancy—against the original plan to recommend data-driven adjustments.

Candidate Requirements