Workforce Specialist (Forecasting and Planning)

WORKFORCE SPECIALIST (FORECASTING & PLANNING) – DAVAO

Awesome CX by Transcom is looking for talented individuals to join our team as a Workforce Specialist. The role focuses on forecasting, planning, staffing, scheduling, service levels, and reporting processes, policies, and tools across the entire account. This includes creating and communicating real‑time reports.

Key Responsibilities

• Tactical Forecasting tasks (monthly forecasts & re‑forecasting)
• Scheduling Playbook (Plan‑of‑the‑Day) – sent daily
• Shrinkage Forecasts & Reporting
• Attend weekly and daily staffing review meetings with clients and Ops
• Provide regular updates to management on account performance and key metrics
• Approve discretionary activities to address occupancy and utilization
• Monitor real‑time agent work state reports
• Prepare and maintain accurate records of client interactions, performance management, proje...