Workforce Officer | Onsite (Shifting Schedule)

Workforce Officer
Location: Alabang | Permanent Onsite (5x/week)
Schedule: Shifting

Job Description:

• The Workforce Officer supports the execution of workforce plans that help ensure the right number of tele-operators are available at the right time to meet operational demand across the Headquarters and companies' operated sites/BPO partner environments.
• The role supports workforce planning, forecasting, scheduling, capacity monitoring, real-time management, and workforce reporting to help maximize productivity, service levels, and operational efficiency. The Workforce Officer works closely with the Operations Head, Site Leads, Shift Leads, People & Culture, and Headquarters to help ensure staffing execution aligns with business requirements while maintaining employee engagement and operational continuity.
• This role supports the identification of workforce risks, provides input on staffing adjustments, and helps implement approved workforce initiatives that support team's operational growth and customer commitments.

Key Responsibilities:

I - Workforce Forecasting & Capacity Support

• Support the preparation of short-, medium-, and long-term workforce forecasts based on operational demand, business growth, and customer requirements.

• Compile and analyze historical workload, productivity, occupancy, staffing trends, and operational metrics to support forecasting accuracy.

• Assist in preparing capacity plans that help ensure adequate staffing levels and workforce availability for current and near-term operational needs.

• Provide input on staffing requirements based on forecasted demand and workforce utilization, and flag hiring needs to the Operations Head.

• Coordinate with the People & Culture Team to support timely recruitment and onboarding aligned with workforce plans.

• Help monitor forecasting models and capacity assumptions, and flag inaccuracies or improvement opportunities to the Operations Head.

II - Workforce Scheduling and Resource Allocation

• Prepare and maintain workforce schedules that support optimal staffing coverage in line with operational requirements.

• Prepare and administer weekly, bi-weekly, and monthly shift schedules based on approved workforce plans and forecasts.

• Process shift assignments, rotations, rest days, leave schedules, and workforce allocation in compliance with policy, escalating conflicts as needed.

• Coordinate with Shift Leads and Site Leads on planned schedule adjustments, staffing requirements, and workforce availability.

• Recommend planned overtime and schedule adjustments to the Operations Head to address anticipated staffing requirements.

• Ensure schedules comply with labor laws, company policies, and operational standards.

• Publish and communicate approved schedules to employees and operational stakeholders in a timely manner.

• Monitor schedule effectiveness and flag opportunities to improve workforce utilization, productivity, and operational efficiency.

III - Real-Time Workforce Management (RTM)

• Monitor real-time staffing levels, workforce availability, schedule adherence, attendance, and operational coverage across assigned sites.

• Support same-day workforce re-forecasting and assess the impact of attendance issues, operational changes, or unexpected staffing shortages.

• Execute approved real-time staffing adjustments, including overtime activation, schedule modifications, workforce reallocation, and shift extensions to maintain operational continuity.

• Track workforce utilization, service levels, and staffing capacity, flagging deviations from operational targets.

• Identify real-time workforce exceptions such as absenteeism, tardiness, early logouts, and staffing gaps, and coordinate with Operations leaders to address them.

• Maintain the accuracy and integrity of real-time workforce management dashboards, attendance records, and operational reports by promptly resolving same-day data discrepancies.

• Escalate critical staffing risks to the Operations Head with timely recommendations to minimize operational disruption.

• Prepare and distribute real-time workforce status reports, staffing updates, and end-of-day operational summaries to key stakeholders.

IV - Workforce Reporting & Analytics

• Monitor workforce utilization, staffing coverage, schedule adherence, attendance, and workforce availability to support operational readiness.

• Prepare workforce dashboards and reports for the Operations Head and Headquarters.

• Analyze historical workload, staffing trends, and workforce utilization data to identify patterns and support recommendations to the Operations Head.

• Support workforce analysis requested by the Operations Head for capacity planning and business decisions.

• Assist in implementing action plans directed by the Operations Head to address workforce risks and improve efficiency.

• Ensure the accuracy and integrity of workforce management data, reports, and workforce planning systems.

V - Cross-Functional Coordination

• Coordinate with Site Leads and Shift Leads to align day-to-day workforce execution with operational requirements.

• Coordinate with the People and Culture Team regarding attendance concerns, leave planning, manpower movement, and employee-related workforce matters.

• Coordinate with Learning & Development on training schedules while maintaining adequate operational coverage.

• Support Headquarters with workforce data, staffing updates, and information needed for workforce planning discussions.

• Support business continuity planning by helping prepare contingency staffing coverage during operational disruptions.

VI - Continuous Improvement Support

• Provide input on workforce processes and flag opportunities to improve operational efficiency and workforce utilization.

• Identify opportunities to streamline workforce management tools and reporting, and raise these to the Operations Head.

• Support the application of workforce policies, scheduling guidelines, and workforce management standards set by the Operations Head.

• Support workforce simulations and scenario planning led by the Operations Head to assess staffing or shift structure changes.

• Provide workforce data and insights during operational reviews to support business expansion and readiness discussions.

• Perform other duties and responsibilities reasonably related to the role, as may be assigned by Management to support business and operational requirements.

Qualifications:

• Bachelor's Degree in Business Administration, Operations Management, or a related field is preferred.

• Minimum of 5 years of experience in Workforce Management, including forecasting, scheduling, capacity planning, and real-time management, within a BPO or contact center environment.

• Strong knowledge of workforce planning principles, forecasting methodologies, scheduling strategies, capacity management, and workforce analytics.

• Experience using Power BI and Workforce Management platforms (e.g., Verint, NICE IEX, Aspect, Genesys WFM, or similar).