Location
pasay, metro manila, Philippines
Posted
June 09, 2026
Job Description
Job Description
Process Specialist – Workforce Management (WFM) – Full-time, On-site, Pasay City, Philippines.
Requirements
- Bachelor’s Degree holder.
- At least 3 years total experience in Workforce Management within a BPO or Shared Services setting.
- Proficiency with WFM scheduling tools (Verint, Genesys, IEX, Aspect) is an advantage.
- Amenable to shift schedules and onsite work.
Responsibilities
- Oversee workforce and resource planning for one or more business units.
- Collaborate with business partners as a trusted advisor, identifying potential issues and opportunities early.
- Communicate trends, risks, and recommendations clearly using data and insights.
- Partner with teams to understand upcoming changes or initiatives that may impact workload or staffing needs.
- Forecast call volumes and workload for contact center and processing teams.