Workforce Management Specialist

🔥 0 minutes ago

🇵🇭 Philippines – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👻 Ghost score 13%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Astreya

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2001

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

Astreya is a leading global provider of IT Managed Services and Technology Solutions, known for its innovative approach to digital engineering and IT logistics. The company focuses on empowering businesses to excel in today's dynamic digital landscape by maximizing productivity and fostering innovation. Astreya offers a range of services including Data Center & Network Management, Digital Workplace Services, Next-Gen Digital Engineering, and Cybersecurity Services. With a commitment to excellence and a focus on operational frameworks, Astreya aims to transform technology into a valuable strategic asset for organizations worldwide.

📋 Description

• Ensure compliance and drive Service Level Objectives (SLOs) and Key Performance Indicators (KPIs) • Perform end-to-end operational scheduling, forecasting analysis, and queue optimization across global support teams in AMER, APAC, and EMEA • Gather and import tactical forecast and requirements data across all operational channels • Set queue priority levels and parameters in Verint to optimize resource distribution • Balance Full-Time Employee Differentials with target demand projections • Build, generate, and publish scheduling periods across Level 2, Level 3, and Level 4 support staff and regions • Conduct Quality Assurance using Queue Analytics and Full-Time Employee Differential views to identify hourly staffing gaps and rebalance schedules before publication • Optimize shift distributions for specialized shifts • Manage employee lifecycle settings in Verint, including skills assignment, organization placement, work rules, and work pattern updates • Process employee movement workflows • Audit user profile integrity, employee groups, and exception lists • Process leave and Out of Office requests, shift swaps, and one-way swap tickets according to operational policies • Perform historical corrections within standard compliance windows to ensure reporting and metrics accuracy • Coordinate holiday and weekend scheduling coverage to ensure service continuity

🎯 Requirements

• Proficient in extracting, analyzing, and uploading CSV forecast datasets • Ability to interpret queue analytics and monitor full-time employee differential metrics • Knowledge of Google Workspace tools, specifically Google Sheets, required • Solid understanding of multi-channel contact center dynamics, including chats, calls, and ticketing queues • Understanding of tiered support environments • Ability to follow standard practices and procedures when analyzing situations or data • Ability to work in a team environment • Excellent organizational skills and proven ability to maintain data integrity across user profiles, work rules, and shift assignments • Ability to solve problems, manage time, and handle multiple projects effectively • Ability to embrace a dynamic workflow • Strong cross-functional communication skills for collaborating with Operations Managers and regional leads • Outstanding verbal and written communication skills required • Hands-on experience with Workforce Management tools, including Forecasting & Scheduling, Campaigns, Queue Analytics, Work Rules, and User Management (preferred) • Ability to perform office-related tasks, including prolonged sitting or standing • Ability to use a computer • Ability to communicate effectively • Strong and stable internet connection • Appropriate and quiet work environment • Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers