Workforce Management (WFM) Specialist / Lead

Location: Cebu – Central Block (Onsite)

Schedule: US Business Hours

Job Summary:

The Workforce Management (WFM) Specialist / Lead is responsible for ensuring optimal staffing levels, accurate forecasting, and efficient real-time management of resources to support business operations. The role requires strong analytical skills, advanced Excel capabilities, and expertise in WFM tools to deliver accurate reports, dashboards, and insights that drive performance and operational efficiency.

Key Responsibilities:

• Develop and maintain forecasts, capacity plans, and schedules to meet business service level goals.
• Generate and analyze daily, weekly, and monthly performance reports and dashboards for internal and external stakeholders.
• Utilize advanced Excel functions (VLOOKUP, Pivot Tables, formulas, etc.) for data analysis and reporting.
• Manage real-time adherence (RTA) and provide timely updates and adjustments to schedules as needed.
• Collaborate closely with Operations, HR, and other departments to ensure workforce alignment with business needs.
• Provide insights and recommendations to improve operational efficiency and resource utilization.
• Ensure compliance with company policies and procedures, maintaining accuracy and data integrity in all reporting.

Qualifications:

• At least 5–7 years of relevant experience in Workforce Management or related roles (e.g., Reports Analyst, Data Analyst, Reporting Analyst, Capacity Planner, Scheduler, or Forecaster).
• Advanced proficiency in Microsoft Excel (VLOOKUP, Pivot Tables, data analysis tools, etc.) is required.
• Strong working knowledge of MS Office applications.
• Experience with WFM tools such as IEX, eWFM, or equivalent systems.
• RTA/MIS experience is an advantage.
• Excellent verbal, written, and presentation skills.
• Strong analytical, problem-solving, and people management skills.
• Demonstrates initiative, can work with minimal supervision, and maintains high attention to detail.
• Expert knowledge of service procedures and workforce processes.