Pampanga, PH JOB TYPE: Full-Time Position Overview Job Title: Workforce Management Specialist Location: San Fernando, Pampanga, Philippines Shift Pattern: Graveyard shift (9 PM - 6 AM) MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients.
With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.
We are seeking a Workforce Management Specialist who will be responsible for optimizing the day-to-day operations of the workforce by scheduling, timekeeping, performance monitoring, and resource allocation to ensure efficient utilization of workforce resources.
The ideal candidate will have strong analytical skills, proficiency in workforce management tools, and the ability to collaborate effectively across departments.
To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.
Key Responsibilities Determine optimal staffing levels based on demand forecasts, service level agreements (SLAs), and budgetary constraints.
In-depth knowledge of call center technologies, including WFM solutions and contact routing strategies.
Strong analytical and problem-solving aptitudes.
Effective communication skills, proficient in presenting data to senior leadership.
Ability to lead, coach, and develop a team; experienced in managing multiple projects simultaneously.
Candidate Qualifications Bachelor's degree in Operations Management or equivalent combination of training and experience.
Certified Workforce Management Professional (CWMP), Workforce Management Analyst (WMA), and Workforce Management Leader (WML).
3+ years experience in workforce management or operations scheduling within a contact center environment.
Strong analytical and problem-solving skills, with proficiency in data analysis and interpretation.
Experience with workforce management software platforms.
Excellent communication and interpersonal skills, with the ability to collaborate effectively across departments and levels of the organization.
Detail-oriented with a focus on accuracy and scheduling activities.
Ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines in a fast-paced environment.
Conditions of Employment Must be authorized to work in the country where the job is based.
Subject to the program and location of the position Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint.
Job offers are contingent on background/security investigation results.
Must be willing to submit to drug screening.
Job offers are contingent on drug screening results.
Compensation Details At MCI, we believe that your hard work deserves recognition and reward.
Our compensation and benefits packages are designed to be competitive and to grow with you over time.
Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.
What You Can Expect From MCI Paid Time Off: Earn PTO and paid holidays to take the time you need.
Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations—and sometimes even cars!
Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 90 days of employment, and all employees have access to MEC medical plans after just 30 days.
Benefit options vary by location.
Retirement Savings: Secure your future with retirement savings programs, where available.
Disability Insurance: Short- and long-term disability coverage is available to help protect you during unexpected challenges.
Life Insurance: Access life insurance options to safeguard your loved ones.
Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
Paid Training: Learn new skills while earning a paycheck.
Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.
Casual Dress Code: Be comfortable while you work.
Physical Requirements This job operates in a professional office environment.
While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset.
The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer.
The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.
Reasonable Accommodation Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship.
Diversity and Equality At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community.
All aspects of employment at MCI are based solely on a person's merit and qualifications.
About MCI (Parent Company) MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance.
Disclaimer The purpose of the above job description is to provide potential candidates with a general overview of the role.
It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job.
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