Workforce Planning Consultant (Genesys WFM)

Location: Pasay, Manila, Philippines; at least 3 days in the office

Company

hirify.global is a global payments technology company facilitating transactions between consumers, merchants, financial institutions, and government entities.

What you will do

• Manage Client Care strategy and operations, including business planning, demand forecasting, workforce planning, quality assurance, and performance metrics.
• Support Genesys WFM functionality for forecasting, scheduling, and system maintenance.
• Analyze contact center performance data, identify anomalies and operational drivers, and provide actionable recommendations.
• Forecast short-term and long-term contact volumes and staffing needs.
• Recommend schedules for new-hire training classes and off-phone activities.
• Lead operational planning meetings and coordinate workload, deliverables, tools, and process improvements with stakeholders and WFM colleagues.

Requirements

• At least 5 years of relevant experience with a bachelor's degree, or equivalent experience with an advanced degree or PhD.
• At least 5 years of contact center real-time operations, workforce planning, and scheduling experience.
• At least 3 years of end-to-end forecasting and capacity planning experience, including long-term forecasting, short-term forecasting, and staffing.
• Expertise in analyzing performance data and generating actionable insights, managing stakeholders, and leading operational meetings.
• Experience reviewing and implementing tools and technologies, balancing team workloads, and optimizing processes.
• Proficiency in Microsoft Office, especially Excel, and AI tools such as Copilot, ChatGPT, and Claude.

Nice to have

• Experience with scheduling software such as eWorkforce Management or Genesys WFM.
• Experience with ACD reporting systems such as Avaya CMS Supervisor, Genesys Administer, CC Pulse, IWD, or IWS.
• Knowledge of operational techniques for improving service levels across multiple sites.
• Experience with Genesys software, Fair Isaac Falcon, or Adeptra.
• Excellent verbal and written communication skills.

Culture & Benefits

• Hybrid work arrangement with at least 3 days in the office; exact expectations are confirmed by the Hiring Manager.
• Opportunity to contribute to payment technology used across more than 200 countries and territories.
• Focus on using AI-powered tools and emerging technologies to improve productivity and decision-making.