WFM / RTA Specialist (Workforce Management)

Location: Mandaluyong City, Philippines; full-time onsite role with flexible and shifting schedules as required

Company

hirify.global provides AI, automation, cloud engineering, advanced analytics, and business process services for global brands.

What you will do

• Develop short- and long-term volume forecasts using historical trends and business projections.
• Analyze staffing requirements and support hiring plans, capacity planning, and operational readiness.
• Create and maintain agent schedules, manage shift bids and time-off requests, and optimize workforce allocation.
• Monitor real-time staffing and performance, addressing gaps, overtime, voluntary time off, and schedule changes.
• Produce workforce management reports, dashboards, presentations, and business review insights.
• Collaborate with Operations, Recruitment, Training, HR, and client stakeholders on workforce risks and action plans.

Requirements

• 2–4 years of workforce management experience in a BPO, contact center, or customer service environment.
• Experience with forecasting, scheduling, capacity planning, and/or real-time management.
• Advanced Microsoft Excel skills, including Pivot Tables, VLOOKUP/XLOOKUP, Power Query, and reporting.
• Strong analytical, problem-solving, data interpretation, verbal, and written communication skills.
• Bachelor’s degree preferred, or equivalent work experience.
• Willingness to work flexible and shifting schedules.

Nice to have

• Experience supporting telecommunications, technology, or customer service accounts.
• Knowledge of Verint, NICE IEX, Aspect, eWFM, Genesys, or Calabrio.
• Familiarity with service level, AHT, occupancy, shrinkage, forecast accuracy, schedule adherence, and attrition metrics.
• Experience in Tech Sales.

Culture & Benefits

• Work with global brands across technology and business process services.
• Exposure to AI, automation, cloud engineering, and advanced analytics solutions.
• Fast-paced and dynamic contact center environment.