Workforce Planning Associate, Client Care Ops

Location: Pasay, Manila, Philippines

Company

hirify.global provides global payments technology that connects consumers, merchants, financial institutions, and government entities across more than 200 countries and territories.

What you will do

• Monitor service levels, abandon rates, agent adherence, auxiliary utilization, dialer pacing, and case creation across multiple business lines and sites.
• Manage schedule exceptions, temporary and permanent schedule changes, agent skills, and agent groups in workforce management systems.
• Generate attendance, check-in, forecast, service-level, and ad hoc operational reports for production managers and other departments.
• Support call-volume analysis, historical data normalization, forecasting, staffing recommendations, overtime planning, and schedule optimization.
• Implement daily operational adjustments and create monthly milestones to support service-level objectives.
• Coordinate with Global Customer Care Services sites, managers, Resource Planning Analysts, and cross-functional stakeholders.

Requirements

• At least 6 months of work experience or a bachelor's degree.
• Experience monitoring service levels and agent adherence in a contact center environment.
• Experience managing schedules with workforce management systems and supporting call-volume analysis and forecasting.
• Experience with scheduling and ACD reporting tools such as Genesys WFM, Avaya CMS Supervisor, Genesys Administer, CC Pulse, IWD, or IWS.
• Experience generating operational reports, using Microsoft Excel, managing multiple time-sensitive service requests, and working independently.
• Ability to collaborate effectively in a team environment.

Nice to have

• Two or more years of work experience.
• At least two years of Workforce Management experience in contact center operations, including real-time resource management.
• Experience making data-driven recommendations, analyzing trends, planning staffing, and collaborating with cross-functional teams.

Culture & Benefits

• Full-time employment supporting Client Care operations in a global payments technology organization.
• Work includes digital fluency and the use of emerging technologies such as Generative AI tools, including ChatGPT and Microsoft Copilot.
• The role contributes to operational effectiveness across multiple Client Care sites and business lines.