169 Workforce Planning Specialist jobs in the Philippines

Responsibilities:

1. Responsible for MIS Specialists performance, development, mentoring, and coaching to meet and continuously improve both TechM and client service level metrics.

2. Oversee Adhoc reporting and real-time monitoring.

3. Assist MIS Manager in the supervision and execution of the activities and responsibilities of MIS Department.

4. Responsible to ensure schedules are based on trend analysis to meet staffing requirements.

5. Held accountable for schedule adherence, absenteeism, call volume, in chair occupancy, average call handle time and other components of the overall work flow.

6. Accountable for meeting all performance indicators/metrics using reporting tools and techniques specific to MIS functions.

7. Coordinate team activities and special projects and Lead staff in accordance with policies and procedures of TechM and client requirements and expectations.

8. Recommend and coordinate needed changes based on process analysis.

9. Ensure to meet KPI's specific to each Tower.

Qualifications:

1. Strong understanding of TechMahindra's business, core values, and goals

2. Strong verbal and written communication skills

3. Ability to manage multiple, complex, on-going tasks and projects

4. Ability to lead and partner successfully with staff and chain of command

5. Great interpersonal skills

6. Strong attention to detail

7. Open, honest, and empathetic manner when dealing with people

8. Strong attention to detail and desire to follow procedures

9. High customer service orientation

10. Working knowledge of database applications such as MS Office(Excel, Outlook, PowerPoint), or ability to learn technology quickly

11. High level of integrity, honesty, and judgment

12. Basic understanding of Data analysis and reporting

13. Action planningp

Qualifications:

• College Graduate
• At least 5-7 years relevant experience in Workforce Management.
• With experience in Reports Analysis, Data Analysis, Capacity Planning, Scheduling and Forecasting
• Advanced Excel experience (VLOOKUP, Pivot Table)
• With experience in Report and dashboards creation
• Can work with minimal supervision and has initiative.
• Can start ASAP

Location: Cebu City

Work Schedule: US Business Hourse

Work Setup: Onsite

Job Type: Full-time

Pay: Php65, Php68,000.00 per month

Work Location: In person

Roles and Responsibilities:

• Sending of interval / hourly reports like Attendance Report, Intraday Performance Report, Productivity Report, etc.
• System issue tracking
• Responsible for the monitoring of all issues that may impact service levels (SL's) and take the appropriate to resolve or reduce these impacts.
• Perform oversight responsibilities as required to ensure all SLA's are met.
• Evaluate events surrounding schedule adherence and operational situations which may impact productivity such as absenteeism or system outages.
• In this role you will be required to solve problems as they may arise with real time intervention.
• Include but not limited to Real-time monitoring and reporting of schedule deviations like breaks, absenteeism, late login, early login and any non-schedule adherence
• Work on real-time requests related to schedule changes, off phone activities and profile changes
• Communicate daily reports to leadership teams (WFM and Operations) on Service Level (SL) performance
  • Initiate escalation process for system outages and Service Level Agreements (SLA) risks
• Take mitigation steps to ensure SL's are met
• Be the primary interface between WFM and site operations while strengthening a positive partnership Experience, knowledge, skills and attributes required
• Other tasks that may be assigned to him/her by WFM Supervisor.

Qualifications:

• Must be willing to work onsite in Eastwood, Quezon City
• 2-3 years' experience in a Customer Service environment in WFM
• Amenable to work onsite
• Amenable to work nightshift
• Experience in Real-time Analyst and Reporting tasks
• Proficient in MS Office (particularly in MS Excel, Report automation using Power Query, Power Pivot, Data Modeling) and Google Suite
• High proficiency in verbal and written English.

Job Type: Full-time

Pay: Php35, Php45,000.00 per month

Benefits:

• Health insurance

Education:

• Bachelor's (Required)

Experience:

• Workforce Management: 2 years (Required)
• Customer Service: 2 years (Required)

Work Location: In person

Are you ready to make an impact? We are hiring for a Workforce Management Specialist or RTA for our existing campaign in Alabang.

Workforce Analyst – Scheduler is responsible in creating forecasts, scheduling, capacity planning and other workforce reports requested. Provides analytics on scheduling, forecasting, trends, and capacity planning opportunities with operations. Heads weekly scheduling call with operations team on site or in different regions.

Key Responsibilities:

• Responsible with coordinating with operations, MIS and Real time analysts on a weekly basis on schedule plan from net staffing reports, leave allocations, overtime and off phone time requests.

• Responsible for continuous improvement of forecasts, schedules and reports.

• Coordinates with workforce leads on highlights, lowlights, opportunities and help needed for workforce for engagement handled.

• Provides sizing estimates for new or existing clients based on requirements provided by Global Solutions Design team.

• Aligns global workforce processes to engagements handled and monitored.

• Able to work independently and complete assigned special projects.

Key Requirements:

• Working knowledge and technical understanding of Workforce Management principles and calculations (COPC).

• 3 year call center experience working as a Workforce Analyst or its equivalent.

• Interface effectively and professionally with all levels of management both internally and externally

• Excellent Oral and Written communication skills and must demonstrate professionalism and integrity at all times.

• Must be able to adapt drastically to schedule changes to meet operational demands.

• Must be willing to work independently with minimal supervision and be assigned in Alabang, full onsite.

Why Infosys BPM Philippines:

-Quarterly Performance Bonus

-24 Leaves annually

-Competitive HMO and Life Insurance for the employee and 2 eligible dependents upon hire

-Outstanding career development opportunities and fast track career progression

-Enjoy a fair work-life balance.

-Learning and Development Trainings

-We value Inclusion and Diversity

-Great place to work certified.

#BeMore

Do you aspire for a rewarding career that lets you do more and achieve more? Unleash your full potential at work with TDCX, an award-winning and fast-growing BPO company.

Work with the world's most loved brands and be with awesome, diverse people. Be home, belong, and start your journey to #BeMore

Top Reasons to work with TDCX

• Attractive remuneration, great perks, and performance incentives
• Comprehensive medical, insurance, or social security coverage
• World-class workspaces
• Engaging activities and recognition programs
• Strong learning and development plans for your career growth
• Positive culture for you to #BeMore at work
• Easy to locate area with direct access to public transport
• Flexible working arrangements
• Be coached and mentored by experts in your field
• Join a global company, winner of hundreds of industry awards

What is your mission?

• Create scheduling in Workforce Management tool
• Manage changes to scheduling to ensure adequately daily resource coverage
• Work closely with Operations management to assist them in enforcing schedule adherence and Aux code usage
• Collect, analyze and process operation's data on daily/weekly/monthly/quarterly/half yearly basis to generate accurate / defined forecasting matrix to improve operation efficiency (e.g. Change of operation start time)
• Ensure hours are accurately accumulated and categorised in a format compatible with company procedure
• Coordinate with other analyst to ensure continuity of coverage and distribution of up-to-minute statistical data about the day
• Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX.

Who are we looking for?

• Candidate must possess at least a Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree in any field.
• Preferable with 2 years of working experience in the related field is required for this position.
• Knowledge in any Work Force Management Software is an advantage;
• Ability to perform statistical analysis and produce analytical and informative reports
• Must have initiative, drive and work independently with minimum supervision and a good team player.
• Excellent verbal and written communication skills in English and the language of supporting market

Who is TDCX?

Singapore-based TDCX is a global business process outsourcing (BPO) leader, offering advanced customer experience (CX) solutions, sales and digital marketing services, and content moderation. It caters to industries such as digital advertising, social media, e-commerce, fintech, gaming, healthtech, media, technology, and travel & hospitality.

TDCX's smart, scalable approach—driven by innovation and operational precision—positions it as a key partner for companies targeting tangible outcomes. With more than 20,000 employees across 39 locations worldwide, TDCX delivers robust coverage across Asia, Europe, and the U.S.

Visit for more info.

ECAM is looking for talented individuals like you Be the next Workforce Analyst

ECAM's Workforce Analyst is responsible in ensuring that the Monitoring Center meets the established standards of quality including reliability, usability, and performance. The WFM Analyst ensures that organization has the right people with the right skill in the right place at the right time. The WFM Analyst monitors real-time staffing congruent to the plan and reports discrepancies noted. Real time and historical data are analyzed to better scheduling in partnership with Operations.

Job Highlights:

-Day 1 HMO for you and two (2) of your dependents.

-Annual and Performance Based Salary Increase

-Additional Leave Credits

Duties & Responsibilities:

• Ensures that published schedule shells are based on the 6-week forecast and should maintain a margin of error of +/- 5%.
• Maintains a schedule analysis portfolio in aid of scheduling improvement parallel to volume arrival.
• Coordinates, plans, and implements workforce-impacting activities.
• Monitors schedule adherence/compliance thru attendance monitoring.
• Perform other duties as assigned by the WFM Supervisor.
• Ability to provide support to operations.

Qualifications:

• Bachelor's degree in quantitative domain and/or relevant experience with data analytics is an advantage.
• 1-3 years of experience in workforce management scheduling, analysis and reporting.
• Intermediate Excel skills are required.
• Strong macro and programming skills are preferable.
• Experience in creating dashboards and/or templates.
• Proven ability to analyze results and recommend solutions.
• Experience in communicating to all levels of the organization.
• Flexibility in handling different tasks assigned by manager/supervisor.
• Can work during weekends, holidays, and in shifting schedules including the night shift.
• Well-organized, detail-oriented, ability to multi-task with great follow-up skills
• Has a strong written and verbal communication skills
• Ability to build strong interpersonal relationships to effectively contribute to a highly collaborative and trust-based work environment
• Strong problem-solving, decision-making skills
• Stakeholder Management

Why join ECAM?

At ECAM, we invite you to make a difference. Take over a position that creates community impact.

Get to work with skillful team members and experience limitless growth.

Choose to be exceptional and be part of the never-ending cycle of innovation, transformation, and evolution of surveillance technology.

For faster processing of your application, submit your profile to

You can also check the link for other positions available at ECAM.

We will be on the lookout for your application

Job Type: Full-time

Pay: From Php30,000.00 per month

Benefits:

• Company Christmas gift
• Company events
• Flexible schedule
• Health insurance
• Opportunities for promotion
• Paid training
• Pay raise
• Promotion to permanent employee

Work Location: In person

Job Track Description:

• Requires formal education and relevant expertise in a professional, sales, or technical area.
• Performs technical-based activities.
• Contributes to and manages projects.
• Uses deductive reasoning to solve problems and make recommendations.
• Interfaces with and influences key stakeholders.
• Leverages previous knowledge and expertise to achieve results.
• Ability to complete work self-guided.
• College or university degree required.

General Profile

• Requires knowledge and experience in the field.
• Uses best practices and business knowledge to improve products and services.
• Solves complex problems and takes a new perspective on existing procedures.
• Self-starter, requiring minimal guidance.
• Acts as a resource for colleagues with less experience.

Functional Knowledge

• Requires conceptual expertise of theories, practices, and procedures.

Business Expertise

• Uses an understanding of key business drivers to accomplish own work.

Impact

• Impacts a range of customer, operational, project or service activities within teams.
• Works within broad guidelines and policies.

Leadership

• No supervisory responsibilities.
• Provides informal guidance to new team members.

Problem Solving

• Solves problems based on technical experience and judgment.

Interpersonal Skills

• Exchanges complex information and ideas effectively.

Responsibility Statements

• Develops business segment forecasts for capacity and resource planning by reviewing numbers of interactions, processing time, waste, attrition, etc.
• Administers a 52-week capacity, staffing, and resource plan to manage up and downscaling of labor and resources.
• Communicates directive guidelines for the WFM Schedulers to ensure schedules cover demand forecast while accounting for known constraints, planned events/holidays and business objectives.
• Reviews performance, productivity, utilization, and occupancy to uncover trends and improve forecasting and capacity management.
• Develops the program hiring strategy along with WFM Business Partner and Operational Leaders.
• Coordinates with recruiting and/or operations leadership on the timing and quantity of new hire requisitions.
• Performs other duties as assigned.
• Complies with all policies and standards.

Are you ready to make an impact? We are hiring for a
RTA or MIS Analyst
for our campaigns in
BGC
.

Key Responsibilities:

• Responsible with coordinating with operations, MIS and Real time analysts on a weekly basis on schedule plan from net staffing reports, leave allocations, overtime and off phone time requests.

• Responsible for continuous improvement of forecasts, schedules and reports.

• Coordinates with workforce leads on highlights, lowlights, opportunities and help needed for workforce for engagement handled.

• Provides sizing estimates for new or existing clients based on requirements provided by Global Solutions Design team.

• Aligns global workforce processes to engagements handled and monitored.

• Able to work independently and complete assigned special projects.

Key Requirements:

• Working knowledge and technical understanding of Workforce Management principles and calculations (COPC).

• 3 year call center experience working as a Workforce Analyst or its equivalent.

• Interface effectively and professionally with all levels of management both internally and externally.

• Excellent Oral and Written communication skills and must demonstrate professionalism and integrity at all times.

• Must be able to adapt drastically to schedule changes to meet operational demands.

• Must be willing to work independently with minimal supervision and be assigned in BGC, full onsite.

Why Infosys BPM Philippines:

-Quarterly Performance Bonus

-24 Leaves annually

-Competitive HMO and Life Insurance for the employee and 2 eligible dependents upon hire

-Outstanding career development opportunities and fast track career progression

-Enjoy a fair work-life balance.

-Learning and Development Trainings

-We value Inclusion and Diversity

-Great place to work certified.

" We value Diversity, Equity, and Belongingness. Infosys values diversity and belongingness and is committed to the principles of being an equal employment employer. Therefore, Infosys complies with all applicable laws prohibiting discrimination or harassment against any applicant or employee. This prohibition includes without limitation discrimination or harassment based on age, race, color, gender, national origin, religion, creed, disability, covered veteran status, genetic information, sexual orientation, gender identity, pregnancy, childbirth or related medical conditions, marital status, citizenship status, ancestry, and any other personal characteristic protected by applicable law. This also applies to all personnel actions, including but not limited to recruitment, hiring, placement, promotion, transfer, separation, compensation, benefits, training, and education. #Infosys #InfosysBPM #KaInfoscion #GreatPlaceToWork #INFYBPMPhilippines #JoinINFYBPMPhilippines #LifeAtINFYBPMPhilippines"

The NAS Workforce Management Technical Application Analyst works closely with various groups such as Implementation, Client Services, Project Services, the client and management groups to troubleshoot and resolve escalated issues related to different Time product offerings (either Enterprise eTIME, Vantage Time, WFN Enhanced Time, WFN Essential Time, Workforce Manager, Lyric HCM). As a member of the Swarm Team, you will receive new cases per day while actively working on existing cases. You will use prescribed tools and CRM to accept work and document progress and next steps. You will utilize your application knowledge to actively engage one on one with Associates in need of assistance with client reported issues or problems with functionality. You will typically be the first escalation point for any application issue. While working directly with others to help resolve their issues, you are also providing them a way to expand their knowledge. You will work closely with various internal and external partners, including direct communication with clients, towards a supportable solution for an escalated issue that requires engagement from multiple resources. You will display accountability and issue ownership by providing resolution based on established timeframes. You will also be assigned various projects as required by the business to provide optimal service solutions to our clients. You will also act as mentor to peers and are expected to share your knowledge in various forms such as responding to forum posts, documenting job aids and facilitating booster sessions.

PRODUCT / TECHNICAL SKILLS 3+ years of Directly Related Experience such as Database admin. or engineering; system administration; network administration; software application support / helpdesk experience Relative work experience or certifications in web application, report development or support, business analysis, database administration, network operation, or SQL query writing Above average verbal and written communications skills, analytical and problem-solving skills Advanced knowledge and experience in using MS Office applications Basic knowledge of math, ability to work with numbers Able to communicate technical concepts and issues to a non-technical audience Able to effectively multi-task and work under pressure of time constraints Flexibility in shifting schedules based on business requirements PREFFERED QUALIFICATIONS 3+ years experience supporting/implementing ADP Time and Attendance (Enterprise eTIME/Vantage Time/Enhanced Time/WFN Essential Time/Workforce Manager) or other Time and Attendance products Degree or Equivalent in Education - Experience, Major area of concentration in Computer Sciences, HRIS, Business Administration Interface and Integration Tools such as Connect or EIM, BOOMI, API or Postman Excellent SQL querying skills in Oracle and SQL Server environments

A little about ADP: We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition.

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including: race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, protected veteran status or disability. Hiring decisions are based upon ADP's operating needs, and applicant merit including, but not limited to, qualifications, experience, ability, availability, cooperation, and job performance.

Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click to learn more about ADP's culture and our full set of values.