Job description
We are seeking a highly motivated and experienced Workforce Coordinator to join Contactpoint360, a leading contact center delivering exceptional customer experiences for a diverse client portfolio. Based in Cebu, this associate manager-level role offers an opportunity to shape workforce strategy in a fast-paced, data-driven environment.
In this role, you will own workforce planning and scheduling across multiple campaigns, ensuring optimal coverage, adherence to SLAs, and efficient utilization of resources. You will forecast demand, develop staffing plans, manage shift assignments, and execute real-time adjustments to respond to changes in contact volumes. You will lead and mentor a small team of schedulers and analysts, fostering a culture of accountability, coaching, and continuous improvement.
You will leverage WFM tools and analytics to monitor key performance indicators, identify trends, and recommend operational improvements that balance customer satisfaction with cost effectiveness. You will produce timely reports and dashboards for senior leadership, communicate staffing implications clearly, and partner with Hiring, Compliance, and Operations to ensure adherence to local regulations and corporate policies.
What we offer: a dynamic, collaborative work environment, competitive compensation, professional development, and the chance to impact customer outcomes across multiple channels. If you are a proactive problem-solver with strong communication skills and a passion for optimizing people and processes, we want to hear from you.
Responsibility
- Lead staffing strategies and real-time scheduling to meet service levels across campaigns, ensuring optimal coverage and shift utilization.
- Forecast demand, develop scalable staffing plans, and adjust schedules in real time to respond to volume changes.
- Monitor adherence, shrinkage, occupancy, and other key metrics; translate data into actionable improvements.
- Manage and develop a team of schedulers and analysts, providing coaching, performance feedback, and growth opportunities.
- Collaborate with operations, QA, HR, and client partners to align workforce with business priorities and compliance requirements.
- Implement process improvements to streamline workflows, optimize scheduling accuracy, and reduce costs without compromising service quality.
- Prepare regular reports and executive dashboards; communicate insights and recommendations to leadership.
- Ensure adherence to local labor laws, company policies, and standard operating procedures across all shifts.
Qualification
- Bachelor's degree in Business, Operations, Analytics, or a related field.
- Proven experience in workforce management, scheduling, or capacity planning within a contact center or BPO environment.
- Strong analytical skills with proficiency in forecasting, KPI interpretation, and data-driven decision making.
- Leadership or people-management experience at associate manager level; coaching and development capabilities.
- Familiarity with WFM tools (e.g., NICE IEX, Genesys, Verint, Aspect) and advanced Excel/BI skills.
- Excellent communication, collaboration, and problem-solving abilities.
- Ability to thrive in a fast-paced, deadline-driven environment while maintaining accuracy and attention to detail.
- Knowledge of Philippine labor laws and compliance considerations relevant to contact center operations.