Job Title: 2025 Workforce Management GVPAL Job Description Workforce Management (WFM) professionals play a crucial role in ensuring the efficient operation of business processes by forecasting, scheduling, and managing staff resources to meet organizational goals. They oversee workforce planning, real-time monitoring, and data analysis to optimize service levels, productivity, and customer satisfaction. **Key Responsibilities:** **Forecasting & Planning:** + **Analyze historical data to forecast workload demands.** + **Develop long-term and short-term staffing plans to meet business objectives.** **Scheduling & Resource Allocation:** + **Create and manage staff schedules to align with forecasted demand.** + **Ensure optimal allocation of resources to meet service level agreements (SLAs).** **Real-Time Management:** + **Monitor real-time adherence to schedules and performance metrics.** + **Adjust staffing levels and schedules dynamically to address unexpected changes in demand.** **Performance Analysis & Reporting:** + **Generate and analyze reports on key performance indicators (KPIs) such as service levels, occupancy, and efficiency.** + **Provide actionable insights and recommendations to leadership for continuous improvement.** **Stakeholder Collaboration:** + **Work closely with operations, human resources, and other departments to align WFM strategies with business needs.** + **Communicate staffing needs, challenges, and solutions to relevant stakeholders.** **Process Improvement:** + **Identify areas for process improvement within workforce management operations.** + **Implement best practices and technology solutions to enhance WFM efficiency.** **Qualifications:** + **Bachelor's degree in Business, Statistics, or related field (preferred).** + **Experience in workforce management, contact center operations, or related roles.** + **Proficiency in WFM tools (e.g., Verint, NICE, Genesys, Aspect) and MS Excel.** + **Strong analytical, problem-solving, and communication skills.** + **Ability to adapt to a fast-paced, dynamic environment.** **Key Competencies:** + **Analytical Thinking: Ability to interpret data and make data-driven decisions.** + **Attention to Detail: Precision in scheduling, forecasting, and reporting.** + **Communication: Clear and effective communication with various stakeholders.** + **Flexibility: Ability to adjust strategies quickly in response to changing demands.** Location: PHL Mandaluyong City - Megamall Language Requirements: Time Type: **If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (https://www.concentrix.com/resource/job-applicant-privacy-notice-for-california-residents/)**