Workforce Management Senior/Lead Associate

Location: Megaworld Blvd, Mandurriao, Iloilo, NCR, Philippines

Company

hirify.global, part of Capgemini, provides intelligent operations and transformation services using domain expertise, AI-powered platforms, and analytics across multiple industries.

What you will do

• Manage end-to-end workforce management and management information system functions, including forecasting, capacity planning, scheduling, and real-time management.
• Monitor staffing levels, service levels, and operational performance against business requirements.
• Create regular and ad hoc reports, dashboards, and performance insights.
• Identify risks and performance gaps, perform root cause analysis, and recommend solutions.
• Partner with Operations and stakeholders to optimize staffing, processes, and KPIs.
• Support team development through coaching, training, and effective communication.

Requirements

• At least 2 years of BPO experience and 1 year of real-time analyst experience.
• Strong understanding of telephony systems, call center technology, real-time queue monitoring, and data analytics.
• Experience with Cisco Webex is preferred.
• Knowledge of Microsoft Word, Excel, and PowerPoint.
• Exposure to schedule generation, shift bidding, forecasting methods, CMS guidelines, and turnaround-time processes is preferred.

Culture & Benefits

• Full-time employment with role clarity, coaching, mentoring, professional development, and a structured career path.
• Employee experience focused on engagement, recognition, and career growth.
• Free HMO coverage for employees and dependents from the first day.
• Opportunities to participate in community initiatives through the hirify.global Cares Foundation.