Services Workforce Management Specialist

The Workforce Management (WFM) Specialist supports global service operations by ensuring effective workforce planning, scheduling, and resource utilization.

Working closely with the Workforce Lead and fellow WFM Specialists, you will analyze workforce data, manage staffing coverage, provide operational insights, and help maintain optimal service performance.

This role requires strong analytical skills, attention to detail, and the ability to collaborate with stakeholders across the business.
Key Responsibilities


* Create and maintain employee schedules, shift assignments, breaks, overtime, and leave plans based on workload forecasts and business requirements.


* Monitor staffing coverage, schedule adherence, utilization, and service performance, recommending actions to address operational gaps or risks.


* Analyze workforce data, including workload trends, productivity, attendance, and staffing levels, to support forecasting and capacity planning activities.


* Track attendance, schedule exceptions, and timekeeping records, ensuring accuracy and compliance with company policies.


* Prepare and maintain workforce reports, dashboards, and analytics, highlighting key trends, risks, and improvement opportunities.


* Maintain accurate workforce management systems, scheduling data, trackers, and reporting tools.


* Serve as a point of contact for workforce-related inquiries, providing guidance on schedules, staffing, and workforce processes.


* Collaborate with team members to provide cross-coverage and ensure continuity during absences, workload peaks, and operational changes.


* Support process improvement, automation, and digitalization initiatives to enhance workforce management efficiency.


* Ensure compliance with internal controls, data privacy requirements, and workforce management standards.

Qualifications


* Bachelor's degree in Business, Statistics, Industrial Engineering, Finance, Operations Management, or a related field.


* 1 - 3 years of experience in workforce management, scheduling, demand or capacity planning, reporting, analytics, or operations support.


* Good working knowledge of Microsoft Excel, including formulas, pivot tables, lookup functions, data validation, and data analysis.


* Exposure to WFM platforms, Power BI, Power Query, reporting tools, automation, or AI-enabled productivity tools is an advantage.


* Good written and spoken English, with the ability to explain workforce findings, policies, and recommended actions clearly.


* Ability to work independently, prioritize competing requests, and meet recurring reporting and operational deadlines.


* Ability and willingness to work in shifts or flexible hours when business requirements call for workforce coverage.

Work Setup


* Hybrid work arrangement (3 days onsite per week).


* Flexible schedule with shifts that may be assigned within Morning or Midshift hours based on business and operation...