Job Description

The position is responsible for developing and managing workforce strategies that ensure optimal staffing levels to support operational demand and business requirements. It oversees workforce forecasting, scheduling, capacity planning, real-time workforce management, and workforce analytics to maximize productivity, service levels, and operational efficiency. The role collaborates closely with Operations, People & Culture, Learning & Development, and other stakeholders to align workforce plans with organizational objectives while supporting business continuity and sustainable growth.

KEY RESPONSIBILITIES 

You will:

• Develop short-, medium-, and long-term workforce forecasts based on operational demand, business growth plans, and customer requirements.
• Analyze historical workload, staffing trends, productivity, occupancy, and operational metrics to improve forecasting accuracy.
• Create and maintain workforce capacity plans to ensure adequate staffing levels and operational readiness.
• Determine staffing requirements and recommend hiring plans based on forecasted demand and workforce utilization.
• Partner with recruitment teams to ensure workforce requirements are met through timely hiring and onboarding.
• Develop and manage workforce schedules that ensure optimal staffing coverage while maintaining operational efficiency.
• Prepare weekly, bi-weekly, and monthly schedules based on workforce plans, forecasts, and business requirements.
• Manage shift assignments, rotations, rest days, leave schedules, and workforce allocation while ensuring compliance with labor laws and company policies.
• Coordinate schedule adjustments and staffing requirements with operational leaders.
• Monitor schedule effectiveness and recommend improvements to maximize workforce utilization.
• Monitor staffing levels, attendance, schedule adherence, and workforce availability in real time.
• Execute workforce adjustments, including overtime recommendations, schedule modifications, staffing reallocations, and contingency coverage.
• Identify workforce risks and operational gaps and provide timely recommendations to management.
• Maintain accurate workforce dashboards, attendance records, and operational reports.
• Prepare workforce reports, analytics, and insights to support management decision-making.
• Analyze workforce data and staffing trends to identify opportunities for process improvement and operational optimization.
• Develop workforce action plans that improve resource allocation, productivity, and service quality.
• Coordinate with Operations, HR, and Learning & Development teams to ensure workforce plans align with staffing, training, and business needs.
• Support business continuity planning through workforce contingency strategies.
• Evaluate workforce processes and recommend automation, optimization, and continuous improvement initiatives.
• Conduct workforce simulations and scenario planning to support growth, operational readiness, and strategic planning.
• Develop and maintain workforce management standards, scheduling guidelines, and planning procedures.

 QUALIFICATIONS & REQUIREMENTS: 

• You must have a bachelor’s degree in Business Administration, Operations Management, or a related field.
• You must have at least 5 years of experience in Workforce Management within a BPO, contact center, or similar operational environment.
• You must have strong experience in workforce forecasting, scheduling, capacity planning, and real-time workforce management.
• You must have strong knowledge of workforce planning principles, forecasting methodologies, scheduling strategies, and workforce analytics.
• You must have advanced proficiency in Microsoft Excel.
• You must have experience with workforce management platforms and reporting tools; familiarity with Power BI, Verint, NICE IEX, Aspect, Genesys WFM, or similar systems is highly preferred.
• You must have experience supporting large-scale operations, preferably 200+ employees or multi-site environments.
• You must have strong quantitative, analytical, and problem-solving skills.
• You must have good communication and stakeholder management abilities.
• You must have strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
• You must demonstrate initiative, accountability, and a continuous improvement mindset.
• You must be capable of following and executing workforce processes with a high degree of accuracy.
• You must be willing to work onsite and on rotating shift schedules based on business requirements.

Work Schedule: Flexible & Rotational

Work Setup: Onsite, Muntinlupa City