We're partnering with a fast-growing global platform that connects customers and service providers across multiple markets. With a large, multi-country support operation powered by BPO partners, they're investing heavily in smarter workforce planning—combining traditional WFM with AI-driven insights.
What you'll do
- Build and manage staffing plans and schedules across regions, languages, and support channels
- Allocate demand across BPO partners to meet service levels and operational goals
- Use WFM tools and AI insights to model scenarios and improve efficiency
- Track performance, analyze gaps (e.g., shrinkage), and provide clear reports to stakeholders
- Work closely with vendors and internal teams to align staffing with forecasts and local labor requirements
- Continuously improve planning processes to support better customer and employee experience
What we're looking for
- 3+ years in workforce management or operations (contact center/BPO setup)
- Hands-on experience with scheduling and WFM tools
- Strong data analysis and problem-solving skills
- Exposure to AI tools for reporting, forecasting, or automation is a plus
- Comfortable working across teams, time zones, and shifting priorities
This is a contract position based in Makati, Philippines.
