WFM Senior Specialist
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Job Location:
Angeles - Philippines
Monthly Salary:
Not Disclosed
Posted on:
13 hours ago
Vacancies:
1 Vacancy
Job Summary
The WFM Senior Specialist plays a critical role in ensuring operational stability and service level compliance by driving accurate forecasting capacity planning real-time performance management and insightful reporting. This role works closely with Operations Training QA and global clients to deliver data-driven workforce strategies proactive service level interventions and clear performance visibility across programs.
Key Responsibilities
Workforce Management & Forecasting
Develop maintain and continuously improve short-term mid-term and long-term
forecasts based on historical data seasonality promotional events and client-
driven demand changes.
Perform capacity planning headcount modeling and scenario analysis to support new launches volume fluctuations and business growth.
Partner with Operations and Recruitment to align hiring plans with forecasted demand and ramp timelines.
Queue & Service Level Management
Actively monitor real-time and intraday queue performance to ensure SLA ASA and abandonment targets are met.
Execute service level interventions such as schedule adjustments reallocation of resources cross-skilling deployment and overtime recommendations.
Conduct post-mortem analysis on SLA misses identifying root causes and implementing preventive action plans.
Scheduling & Capacity Optimization
Build and optimize schedules that balance service level requirements labor efficiency and agent well-being.
Manage shrinkage assumptions including breaks lunches training meetings and time-off requests to minimize service impact.
Evaluate schedule adherence trends and work with Operations to address gaps.
Reporting & Dashboard Creation
Design develop and maintain operational dashboards and standardized reports using Power BI and other reporting tools.
Provide accurate timely and actionable data to Operations and Training teams to support daily operations coaching and performance management.
Prepare weekly monthly and quarterly reports for internal leadership and client-facing business reviews.
Client Communication & Collaboration
Serve as a key workforce point of contact for global clients providing insights on staffing models performance trends risks and improvement opportunities.
Support client calls QBRs and business reviews with clear data storytelling and actionable recommendations.
Respond to ad-hoc client data requests while ensuring data integrity and alignment with operational realities.
Cross-Functional Partnership
Work closely with Operations Training QA and Support teams to ensure workforce strategies align with performance goals and quality standards.
Provide all workforce-related data required by Operations and Training to complete reports scorecards and business reviews.
Support training schedules nesting plans and skill transitions to minimize service disruption.
Continuous Improvement & Governance
Identify process gaps and inefficiencies within workforce planning reporting and real-time management.
Recommend and implement improvements to tools dashboards forecasting models and operating rhythms.
Ensure workforce data accuracy documentation and compliance with internal standards.
Preferred Skills
Experience in multi-channel contact center environments (voice chat email).
Familiarity with WFM platforms and ACD systems.
Strong business review facilitation and executive presentation skills.
Requirements
Preferred Skills
Experience in multi-channel contact center environments (voice chat email).
Familiarity with WFM platforms and ACD systems.
Strong business review facilitation and executive presentation skills.
Benefits
HMO with 1 free dependent upon hire
- Life Insurance
- Night Differential
- 20 PTO credits annually
- VL and SL cash conversion
- Annual Performance-Based Merit Increases and Employee Recognition
- Great Company Culture
- Career Growth and Learning
- A laptop will be provided by the company
Required Experience:
Senior IC
Key Skills
- Computer Hardware
- Mac Os
- Manufacturing & Controls
- Root cause Analysis
- Windows
- Customer Support
- Remote Access Software
- Operating Systems
- Encryption
- Remedy
- Chemistry
- Cerner
About Company
SuperStaff is a comprehensive outsourcing solutions provider offering call center services offshore in the Philippines, nearshore in Colombia, and onshore in the United States. Initially a captive market for its mother company, servicing the health and biopharma sectors for decades, S ... View more
