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Workforce Management Specialist

  • REQ-10103077
  • 06/10/2025
  • Contact Center
  • Makati City, Filipine
  • ING Hubs


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  • Sustain common workforce management tasks (reporting, identifying trends, preparing presentations, training specific to WFM tools and capabilities, capacity planning).
  • Forecasting volume and utilizing the forecasted data to create optimized employee schedules and seat allocation.
  • FTE and volume management which includes managing peaks and uplifting capacity via overtime and flexible workforce.
  • Assigning employees to schedules based on their preferences and business rules and managing intraday activities.  Analyzes workflow and staffing work assignments to ensure operational benchmarks are met.
  • Monitors the department’s performance through reports and raw data.  Works directly with the leads to coordinating daily activities across functional units.
  • Responsible for accurate reporting of the daily, weekly, and monthly SLAs.
  • Incident management - Identifies, documents and reports systems performance issues as they impact the department.  Develop partnerships with other internal groups and business units to improve speed of issues resolutions and to recommend improvements.
  • Take ownership on risk management for your service area and assess and mitigate financial and non-financial risk while executing complex business processes, to protect the organization from undue risks.
  • Good Understanding for Financial Industry regulatory requirements
  • Ability to define escalation procedures for new business lines and enhance existing on a per need basis
  • Communicate to a diverse audience in an open, transparent, and convincing manner the organization’s strategy; challenge colleagues to align with the overall Group strategy and relay the macro and micro-trends and reality impacting the organization’s position.
  • Thrive in complexity – you can succeed despite uncertainty; is highly collaborative, constructive, and results-driven.
  • Provides recommendation for capacity improvements based on trends and contributes to annual efficiency target
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