Workforce Planning Consultant (Genesys WFM)

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

Company

hirify.global is a global payments technology company facilitating transactions among consumers, merchants, financial institutions, and government entities in more than 200 countries and territories.

What you will do

• Support Genesys WFM functionality, including forecasting, scheduling, and system maintenance.
• Forecast short- and long-term contact volumes and staffing requirements.
• Analyze contact center performance data, identify anomalies and operational drivers, and provide actionable recommendations.
• Recommend schedules for new-hire training and optimized off-phone activities.
• Lead operational meetings with stakeholders to align on performance and workforce planning.
• Review new tool requirements and collaborate with WFM colleagues to balance workloads and deliverables.

Requirements

• 5+ years of relevant experience with a Bachelor's Degree, or 2+ years with an advanced degree, or no experience with a PhD.
• 5+ years of contact center real-time operations, workforce planning, and scheduling experience.
• 3+ years of end-to-end forecasting and capacity planning experience, including long-term forecasting, short-term forecasting, and staffing.
• Expertise in performance data analysis, actionable insights, stakeholder engagement, operational meetings, and planning sessions.
• Experience reviewing and implementing tools and technologies, with proficiency in Microsoft Office and Excel.
• Ability to use AI tools such as Copilot, ChatGPT, and Claude.

Nice to have

• 6+ years of experience with a Bachelor's Degree or 4+ years with an advanced degree.
• Experience with scheduling software such as eWorkforce Management or Genesys WFM and ACD reporting systems.
• Knowledge of operational techniques for improving service levels across multiple sites.
• Experience with Genesys software, Fair Isaac Falcon, or Adeptra.

Culture & Benefits

• Full-time employment with a global payments technology company.
• Work includes collaboration with operations teams, leadership, executives, and other business areas.
• AI-powered tools and emerging technologies are integrated into everyday work.
• At least 3 days per week in the office are required.