WFM & Reporting Lead

• Full-time Position

• Set-up: Onsite

• Location: Ortigas Center, Pasig City

• Schedule: Night Shift

What You’ll Do

• Workforce Management: Monitor staffing, schedules, attendance, utilization, capacity, and workforce gaps based on business demand.

• Forecasting & Planning: Support workforce forecasting, scheduling, capacity planning, and resource allocation.

• Reports & Analytics: Prepare workforce/operational reports and dashboards; track KPIs, productivity, utilization, attendance, and service levels.

• Team Leadership: Lead the Workforce & Reporting team, assign tasks, monitor deliverables, and coach team members.

• Process Improvement: Improve reporting and WFM processes, automate recurring tasks, and enhance data accuracy and efficiency.

• Stakeholder Management: Partner with Operations, HR, and other stakeholders to address workforce concerns and provide data-driven recommendations.

What We’re Looking For

• 5+ years in workforce management, reporting, operations analytics, or similar
• Strong experience in workforce planning, forecasting, scheduling, and capacity management.
• Advanced Excel skills; experience with Power BI, dashboards, reporting automation, or data visualization is a plus.
• Experience in BPO, Shared Services, IT, Banking/Financial Services, or high-volume operations preferred.
• Familiarity with WFM tools such as Verint, NICE, Aspect, or Genesys is an advantage.
• Knowledge of SQL/data-querying tools is a plus.
• Strong analytical, problem-solving, communication, and stakeholder management skills.

Pay: Php45,000.00 - Php50,000.00 per month

Benefits:

• Health insurance
• Life insurance

Work Location: In person