Customer Service Workforce Management Coordinator

Permanent Employee, Full-time, Remote, PST Shift
Salary: ₱40,000 to ₱60,000

Job Summary:

We are seeking a highly motivated and detail-oriented Workforce Management (WFM) Coordinator to support our customer service team. This role is critical in ensuring efficient staffing, accurate forecasting, and seamless onboarding processes to meet service demands and maintain a positive agent experience. The WFM Coordinator will manage scheduling, assist with hiring processes, handle time management approvals, and maintain workforce records while collaborating with cross-functional teams to drive operational efficiency.

Responsibilities:

  • Assist in developing staffing forecasts and predictive models using historical data, trends, and business projections.

  • Analyze service demand, channel volumes, and agent productivity to support effective workforce planning and resource allocation.

  • Create and manage agent schedules to ensure optimal coverage during peak periods and prevent understaffing.

  • Support the recruitment process by screening resumes and scheduling interviews.

  • Coordinate onboarding activities, including paperwork completion, system access provisioning, and training schedules.

  • Maintain records of new hire progress and performance during training and ramp-up periods.

  • Assist in updating and communicating departmental policies related to attendance, time off, and workforce management procedures.

  • Review and approve employee timecards and time-off requests, ensuring compliance with company policies.

  • Maintain accurate records of employee schedules, attendance, and performance data.

  • Generate reports on key workforce management metrics, such as staffing levels, absenteeism rates, and schedule adherence.

  • Collaborate with cross-functional teams to support data-driven decision-making for staffing and workforce management.

  • Utilize workforce management software, HRIS systems, and databases to manage schedules, track attendance, and generate reports.

  • Stay updated on industry best practices and recommend process improvements to enhance efficiency and effectiveness in workforce management operations.

Requirements:

  • Proven experience in workforce management, scheduling, or a related field.

  • Strong organizational and time management skills.

  • Proficiency in workforce management software and tools.

  • Excellent communication and interpersonal skills.

  • Ability to work independently and collaboratively within a team.

  • Strong attention to detail and accuracy.

  • Experience with HRIS systems is preferred.

  • Experience with WFM software like NiceCX, Five9, Shiftbase is preferred.

  • Knowledge of forecasting and capacity planning methodologies is preferred.