9 Great WFM Jobs (Global and Local) Available for You!
Summary:
There are many options and jobs in the Workforce Management (WFM) field. Pick the best one you like or you can move across them as you move forward in your WFM career!
You can search in Google, Linked In, Indeed, Jobstreet, the search phrase “WFM jobs” and you will see a lot depending on the country, the location within that country, the type of company (ex. Business Process Outsource or In-House/Captive), and industry (ex. tech start-up, telecommunications, online retail, energy, social media).
Here we summarize the top ones and have also included the “What does he/she do day to day”, “Best thing about the Job”, “Work skills you need to build on”, the “Qualifications needed”, and “Salary ranges”.
Note that all these are stated generally as variations exist across companies given WFM jobs (like any other job titles in other functional departments) are set up and structured according to each company’s needs.
All salary ranges in PHP (Philippine pesos) are for guidance only. They can vary greatly depending on the level of responsibility, on-site or virtual, job market, site location, experience, work attitude and/or technical skills and expertise.
- Workforce Manager
What does he/she do day to day?
- The Workforce manager provides the leading, controlling, auditing, monitoring and organizing tasks to ensure the Workforce management tasks are done on time and with quality
- Finds solutions to staffing challenges brought forth by client, Operations, Training and other stakeholders
- Continuously improve the day to day processes of real time analysts, schedulers, seat planners, WFM admin, ticket processors, forecasters and/or capacity planners. May also do some of the tasks of these roles as needed or as backup
- Represent the WFM team in client, staffing and/or service level discussion calls
- Develop WFM team members in their technical and work skills
Best thing about this job:
- You get to build and develop people to be the best they can be in the WFM field and beyond
- Really great pay compared to other types of managerial positions in other industries due to the WFM specialized skill set
- Get to interact with individuals across the organizations including Operations, Finance, Training, Recruitment, HR, Data Science, and IT)
Work Skills you need to build:
- Excel or Google sheet skills
- Relationship building skills
- People management and leadership
- Team management
- Project management
- Presentation skills
- Time management
- Communication skills
- Conflict resolution skills
Qualifications and Technical skills needed:
- At least 4 years of experience in front-line Workforce Management work including real time queue management, scheduling, forecasting and/or capacity planning
- Hands on experience in any of the WFM tools such as Alvaria, Calabrio, NICE, Verint or similar
Salary range:
- From P 50,000 to P 120,000 depending on the location / experience / skill set / work attitude / company type (international / local) / interview results
- Real Time Traffic Analyst
What does he/she do day to day?
- Monitor in real time the calls in queue queue and agent performance and provide real time recommendations to meet service level and related contact center goals
- Flag or call out agent and Team leader behaviors that do not adhere to agreed upon expectations
- Do call volume, AHT and shrinkage re-forecasts to see updated intraday staffing projections for the day
- Analyze other real time data (including Service level and Customer Satisfaction Scores) and provide recommendations
- Provide real time reports to Operations, clients and other stakeholders
Best thing about this job:
- You get to quickly improve a metric without waiting as actions are done in real time
- You get to annoy people and ensure the right behaviors are being followed in the production floor (half-joking : ) )
- For those who do not like math, this is your entryway to the Workforce management field. Who knows – you may get to learn and then like some math and expand your role to other areas of WFM (which actually happened to many WFM professionals)
- You see a higher level view of what is happening at the contact center (the forest from the trees)
Skills you need to build:
- Assertiveness skills
- Some Excel or google sheet skills
- Relationship building skills
- Conflict management
- Time management, given the need to task switch (or multitask) at times
Qualifications you need to have:
- College fresh graduates are welcome though a month of training and onboarding to the contact center agent role would be helpful
- If not a college graduate, at least college level and at least 6 months of experience as a contact center agent or similar work
- Positive can do attitude, takes care of health and personal errands so you can have great attendance
- Loves to learn new things every day
Salary range:
- From P 21,000 to P 28,000 depending on the location / experience / skill set / work attitude / company type (international / local) / interview results
- WFM Forecaster
What does he/she do day to day?
- Create volume, AHT and shrinkage forecasts to get staffing requirements for the contact center / BPO company
- Volume forecasting for the short, medium and long-term using various methodologies to get the best fit model
- Update call and AHT arrival patterns on a regular basis
- Assist on new program launches related to new forecasts from client organization
- Update of old forecasting data from WFM tool
- Analyze and provide trend recommendations on volume direction
Best thing about this job:
- There are a lot of numbers for this role for the number lovers. Various ways to build forecasting models from simple to moving average, to exponential smoothing to ARIMA and related forecasting methodologies
- You have autonomy to choose the best method to get the forecasts and compare with various forecasting accuracy formulas such as mean average deviation (MAD), mean absolute percentage error (MAPE) and forecast variances.
- You get to see many information from different campaigns and areas and discover interesting patterns
Skills you need to build:
- Excel or Google sheet skills
- Forecasting skills (moving average, exponential smoothing, ARIMA)
- Mathematics skills
- Presentation skills
- Time management
Qualifications you need to have:
- College fresh graduates are welcome though a month of training and onboarding to the contact center agent role would be helpful
- Knowledge base on statistics, economics, mathematics or engineering
- Love of numbers as forecaster deal with a lot of data that need to be converted to tangible forecasts
Salary range:
- College fresh graduates are welcome though a month of training and onboarding to the contact center agent role would be helpful
- From P 35,000 to P 70,000 depending on the location / experience / skill set / work attitude / company type (international / local) / interview results
- Workforce Scheduler
What does he/she do day to day?
- The Workforce scheduler provides schedules to contact center agents that best fit balancing service level goals; includes determination of the best start time, lunch break, paid break times and rest days
- Reviews on a weekly basis if schedule revision is needed to ensure projected intraday staffing still match requirements
- Provide schedules for new hire agents
- Pre-plan schedules for coaching, training and Voluntary Time Off and Overtime requirements
Best thing about this job:
- You get to help in building work-life balance for the agents by considering their schedule preferences
- Generally speaking, you can do the schedules on your “own time” so long as you complete the needed schedules by the due date. In short, you can flex your usual 8 to 5 work schedule except the hour or so time to meet with Operations per day
- Learn this scheduling skill set that applies to other industries as well as supermarkets, coffeeshops, fast food companies, etc. also need the right schedules for their staff
Skills you need to build:
- Detail oriented to see possible scheduling improvements (11 x 4, staggered start times, break-break-lunch, split rest days) and still work with Operations to get the best schedule fit
- Time management
- Visual skills to imagine how schedule changes would improve the intraday staffing projections
- Problem solving skills
Qualifications you need to have:
- College fresh graduates are welcome though a month of training and onboarding to the contact center agent role would be helpful
- If not a college graduate, at least college level and at least 6 months of experience as a contact center agent or similar work
- Need to show how hardworking and analytical you are with ability to intensely to do a task until completion
- Familiarity on WFM scheduling Tools (Alvaria, Calabrio, NICE, Verint and similar or even manual scheduling via Excel or Google sheet templates)
Salary range:
- From P 30,000 to P 45,000 depending on the location / experience / skill set / work attitude / company type (international / local) / interview results
- WFM Tools Admin
What does he/she do day to day?
- The WFM Tools Admin maintains and audits information in the WFM tool to ensure data is updated and flag the WFM Ops team for any misalignment
- Point of contact of WFM with the other parts of the organization that handles technical stuff as as Business Intelligence, Information Technology, Database Administrator
- Assists in the integration of WFM information (schedules, staffing data) to other tools in the organization such as Enterprise Resource Planning, payroll reporting, HR database, client tools integration and similar
Best thing about this job:
- You mostly work alone (for introverts, this is energizing) and go to the deep end of the technical side of WFM database, system, software and tools
- Impacts a huge part of the WFM department as any change affects many different campaigns/accounts/programs/line of businesses/clients across the company
Skills you need to build:
- WFM Tool Technical knowledge
- Excel and google sheet
- Process mapping
- Time management
- Managing expectations
- Programming skills
Qualifications you need to have:
- At least 2 years of continuous experience in the use of a very specific Workforce Management tool (Alvaria, Calabrio, NICE, Verint or similar)
- Programming skills including Python and/or SQL would be helpful
Salary range:
- From P 40,000 to P 80,000 depending on the location / experience / skill set / work attitude / company type (international / local) / interview results
- WFM Capacity Planner
What does he/she do day to day?
- Build short, medium and long-term capacity/staffing/workforce hiring plans including required staffing and projected staffing per week
- Coordinate with Operations, recruitment, training and WFM scheduling team so the staffing plans are executed
- Meet with Forecaster (client or internal) and use the information to build a weekly workforce staffing plan
Best thing about this job:
- You are the link with the organization’s strategic plan. Strategy without execution at the staffing level would fail
- You get talk to high level executives and be recognized with your contribution to the company’s execution of its strategic objectives
- A role with a significant impact to the organization at a high level
Skills you need to build:
- Excel and google sheet
- Mathematics skills
- Forecasting skills
- Decision making skills
- Financial analysis skills
- Time management
- Scenario analysis
- Communication skills
- Presentation skills
Qualifications you need to have:
- At least 2 years of experience in a WFM managerial role
- At least 2 years of experience in forecasting and/or scheduling
- At least 2 years of experience in the use of a Workforce Management tool
Salary range:
- From P 30,000 to P 70,000 depending on the location / experience / skill set / work attitude / company type (international / local) / interview results
- WFM Reporting Analyst
What does he/she do day to day?
- Build, maintain, send reports on contact center metrics at the agent level / Team Leader to site level
- Build, maintain, send reports on contact center metrics at the intraday/daily/weekly/monthly level
- Build Dashboards in Excel or Google Sheet or a reporting tool (Microsoft Power BI, Cognos, Oracle reports)
Best thing about this job:
- Provide the information that would play a significant impact to the day to day knowledge of everyone from Operational leaders to the front-line agent level
- A lot of data and information that would need to be organized and designed. If you like data and numbers, this is for you
Skills you need to build:
- Attention to detail to catch any reporting data error
- Design skills
- Mathematics skills
- Excel and google sheet
- Data Science skills
Qualifications you need to have:
- Fresh graduates are welcome so long as strong skills in Excel or Google sheet or programming/data science skills
Salary range:
- From P 25,000 to P 70,000 depending on the location / experience / skill set / work attitude / company type (international / local) / interview results
- WFM Ticket Processor
What does he/she do day to day?
- Processes request from Operations on updating WFM schedule segments, plotting of planned leaves
- Plotting of future date Voluntary Time off
- Processing of changes in employee status (promotion, resignation)
Best thing about this job:
- Less stress as the job would be mostly routine; still, accuracy of ticket processing would be needed of course
Skills you need to build:
- Ability to work on the same things over and over again…
Qualifications you need to have:
- Fresh college graduates are welcome
- If not college graduate, at least 6 months of contact center experience
Salary range:
- From P 15,000 to P 25,000 depending on the location / experience / skill set / work attitude / company type (international / local) / interview results
- WFM Seats Planner
What does he/she do day to day?
- Determine the summarized seats requirement for each campaign based on seat sharing ratios
- Plot the seats where agents would sit based on their schedule to have optimal usage and reduce
- Monitor seat utilization and implementation adherence and allow a smooth use of seats by the agents
Best thing about this job:
- You get to see multiple sites across all geographies if you are the main point of contact for all seats related
- Directly assist the leadership team on maximizing office space and save on energy and rent costs
Skills you need to build:
- Excel or Google sheet skills
- A visual person that can visualize the use of seats and think out of the box solutions to maximize seats usage or ensure Operational requirements are met in terms of seats use
Qualifications you need to have:
- At least 6 months of scheduling experience
Salary range:
- From P 32,000 to P 60,000 depending on the location / experience / skill set / work attitude / company type (international / local) / interview results
There you have it! Do know that some of these jobs are integrated into 1 role in some companies depending on its type (start-up, new, or established), learning culture, company history, leadership structure, and specific program/account/campaign/line of business complexity or simplicity.
Outside of these 9 Great WFM Jobs, you would also have other roles such as the Workforce Supervisor, Sr. Workforce Manager, Workforce Director, Sr. Workforce Director, Vice President for Workforce, Senior Vice President for Workforce and Analytics and similar ones that focus on the areas of the business that involve strategic planning, forecasting, capacity planning, scheduling, real time queue management and reporting. Have your pick! A lot of choices for you in the WFM Field!