Lead - Workforce Management Specialist

1 Opening Taguig

Role description

The Workforce Management (WFM) Specialist will be responsible for forecasting, scheduling, and real-time monitoring of staffing levels to ensure optimal workforce utilization. The role involves analyzing trends, managing workforce planning tools, and collaborating with management to improve operational efficiency. The ideal candidate will have strong analytical skills, experience in workforce planning, and a deep understanding of healthcare helpdesk operations.

• Develop and manage staffing schedules to ensure adequate coverage for helpdesk operations
• Monitor real-time queue data and adjust staffing as needed to maintain service levels
• Analyze historical data and trends to create accurate volume forecasts
• Track and report key performance indicators (KPIs) such as occupancy, adherence, and shrinkage
• Collaborate with leadership to optimize workforce allocation and improve productivity
• Identify and implement strategies to enhance scheduling efficiency
• Provide recommendations for process improvements and staffing adjustments
• Ensure compliance with healthcare regulations and organizational policies
• Maintain accurate workforce records and generate reports for management review

Qualifications:

• Bachelor’s degree
• Experience: Prior experience in workforce management, call center scheduling, or a related role
• Strong analytical and problem-solving skills
• Proficiency in WFM tools such as NICE, Verint, or other workforce planning software
• Excellent organizational and time management abilities
• Strong verbal and written communication skills
• Amenable to work onsite (Taguig) and nightshift

Skills

Communication,Problem Solving,Call Center,Workforce Management

About UST

UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.