Job Title: Workforce Management (WFM) Specialist / Lead

Location: Cebu – Central Bloc (Onsite)

Schedule: US Business Hours

Job Summary

The Workforce Management (WFM) Specialist / Lead is responsible for ensuring optimal staffing levels through accurate forecasting, scheduling, and real-time management of workforce resources. This role requires strong analytical capabilities, advanced Excel proficiency, and experience with WFM tools to deliver data-driven insights that support operational efficiency and business performance.

Key Responsibilities

• Develop and maintain forecasts, capacity plans, and schedules aligned with service level targets
• Generate, analyze, and present daily, weekly, and monthly performance reports and dashboards
• Utilize advanced Excel functions (e.g., VLOOKUP, Pivot Tables, formulas) for data analysis and reporting
• Monitor real-time adherence (RTA) and make necessary schedule adjustments to meet operational demands
• Collaborate with Operations, HR, and cross-functional teams to ensure workforce alignment
• Provide actionable insights and recommendations to improve efficiency and resource utilization
• Ensure accuracy, data integrity, and compliance with company policies in all reporting processes

Qualifications

• 5–7 years of experience in Workforce Management or related roles (Reports Analyst, Data Analyst, Scheduler, Capacity Planner, Forecaster, etc.)
• Advanced proficiency in Microsoft Excel is required
• Strong knowledge of MS Office tools
• Experience with WFM tools such as IEX, eWFM, or similar systems
• RTA/MIS experience is an advantage
• Excellent communication and presentation skills
• Strong analytical, problem-solving, and leadership abilities
• Detail-oriented, proactive, and able to work with minimal supervision
• In-depth understanding of workforce processes and service procedures