WORKFORCE OFFICER
Make your next big career move by applying as KMC Solutions' next WORKFORCE OFFICER
The Workforce Officer supports the execution of workforce plans that help ensure the right number of tele-operators are available at the right time to meet operational demand across Rellatrix Headquarters and Rellatrix-operated sites/BPO partner environments.
The role supports workforce planning, forecasting, scheduling, capacity monitoring, real-time management, and workforce reporting to help maximize productivity, service levels, and operational efficiency. The Workforce Officer works closely with the Operations Head, Site Leads, Shift Leads, People & Culture, and Headquarters to help ensure staffing execution aligns with business requirements while maintaining employee engagement and operational continuity.
This role supports the identification of workforce risks, provides input on staffing adjustments, and helps implement approved workforce initiatives that support Rellatrix's operational growth and customer commitments.
The Workforce Officer reports directly to the Operations Head.
On top of your salary, here are the exciting benefits you can look forward to:
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The main responsibilities of a WORKFORCE OFFICER include:
I - Workforce Forecasting & Capacity Support
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Support the preparation of short-, medium-, and long-term workforce forecasts based on operational demand, business growth, and customer requirements.
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Compile and analyze historical workload, productivity, occupancy, staffing trends, and operational metrics to support forecasting accuracy.
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Assist in preparing capacity plans that help ensure adequate staffing levels and workforce availability for current and near-term operational needs.
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Provide input on staffing requirements based on forecasted demand and workforce utilization, and flag hiring needs to the Operations Head.
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Coordinate with the People & Culture Team to support timely recruitment and onboarding aligned with workforce plans.
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Help monitor forecasting models and capacity assumptions, and flag inaccuracies or improvement opportunities to the Operations Head.
II - Workforce Scheduling and Resource Allocation
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Prepare and maintain workforce schedules that support optimal staffing coverage in line with operational requirements.
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Prepare and administer weekly, bi-weekly, and monthly shift schedules based on approved workforce plans and forecasts.
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Process shift assignments, rotations, rest days, leave schedules, and workforce allocation in compliance with policy, escalating conflicts as needed.
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Coordinate with Shift Leads and Site Leads on planned schedule adjustments, staffing requirements, and workforce availability.
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Recommend planned overtime and schedule adjustments to the Operations Head to address anticipated staffing requirements.
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Ensure schedules comply with labor laws, company policies, and operational standards.
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Publish and communicate approved schedules to employees and operational stakeholders in a timely manner.
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Monitor schedule effectiveness and flag opportunities to improve workforce utilization, productivity, and operational efficiency.
III - Real-Time Workforce Management (RTM)
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Monitor real-time staffing levels, workforce availability, schedule adherence, attendance, and operational coverage across assigned sites.
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Support same-day workforce re-forecasting and assess the impact of attendance issues, operational changes, or unexpected staffing shortages.
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Execute approved real-time staffing adjustments, including overtime activation, schedule modifications, workforce reallocation, and shift extensions to maintain operational continuity.
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Track workforce utilization, service levels, and staffing capacity, flagging deviations from operational targets.
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Identify real-time workforce exceptions such as absenteeism, tardiness, early logouts, and staffing gaps, and coordinate with Operations leaders to address them.
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Maintain the accuracy and integrity of real-time workforce management dashboards, attendance records, and operational reports by promptly resolving same-day data discrepancies.
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Escalate critical staffing risks to the Operations Head with timely recommendations to minimize operational disruption.
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Prepare and distribute real-time workforce status reports, staffing updates, and end-of-day operational summaries to key stakeholders.
IV - Workforce Reporting & Analytics
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Monitor workforce utilization, staffing coverage, schedule adherence, attendance, and workforce availability to support operational readiness.
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Prepare workforce dashboards and reports for the Operations Head and Headquarters.
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Analyze historical workload, staffing trends, and workforce utilization data to identify patterns and support recommendations to the Operations Head.
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Support workforce analysis requested by the Operations Head for capacity planning and business decisions.
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Assist in implementing action plans directed by the Operations Head to address workforce risks and improve efficiency.
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Ensure the accuracy and integrity of workforce management data, reports, and workforce planning systems.
V - Cross-Functional Coordination
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Coordinate with Site Leads and Shift Leads to align day-to-day workforce execution with operational requirements.
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Coordinate with the People and Culture Team regarding attendance concerns, leave planning, manpower movement, and employee-related workforce matters.
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Coordinate with Learning & Development on training schedules while maintaining adequate operational coverage.
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Support Headquarters with workforce data, staffing updates, and information needed for workforce planning discussions.
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Support business continuity planning by helping prepare contingency staffing coverage during operational disruptions.
VI - Continuous Improvement Support
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Provide input on workforce processes and flag opportunities to improve operational efficiency and workforce utilization.
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Identify opportunities to streamline workforce management tools and reporting, and raise these to the Operations Head.
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Support the application of workforce policies, scheduling guidelines, and workforce management standards set by the Operations Head.
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Support workforce simulations and scenario planning led by the Operations Head to assess staffing or shift structure changes.
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Provide workforce data and insights during operational reviews to support business expansion and readiness discussions.
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Perform other duties and responsibilities reasonably related to the role, as may be assigned by Management to support business and operational requirements.
To apply, you must be an expert on the following requirements:
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Bachelor's Degree in Business Administration, Operations Management, or a related field is preferred.
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Minimum of 5 years of experience in Workforce Management, including forecasting, scheduling, capacity planning, and real-time management, within a BPO or contact center environment.
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Strong knowledge of workforce planning principles, forecasting methodologies, scheduling strategies, capacity management, and workforce analytics.
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Proficiency in Microsoft Excel is required
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Experience with Power BI and Workforce Management (WFM) platforms (e.g., Verint, NICE IEX, Aspect, Genesys WFM, or similar reporting and analytics tools) is highly preferred.
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Experience supporting large-scale operations (200+ FTE), multi-site environments, or rapidly scaling 24/7 contact center operations is highly preferred.
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Strong quantitative, analytical, and problem-solving skills, with the ability to interpret workforce data, identify trends, and support actionable insights.
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Good communication and stakeholder coordination abilities.
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Strong organizational skills with the ability to manage multiple priorities in a fast-paced operational environment.
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Demonstrates initiative, accountability, and a continuous improvement mindset.
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Ability to follow and execute repeatable workforce processes.
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Willingness to work onsite and amenable to working on a rotating shift schedule, including morning and night shifts, based on business requirements.
The successful candidate must submit the following pre-employment requirements
- Scanned copy of valid NBI Clearance
- Accomplished Medical or PEME Slip (covered by KMC)
- 2x2 & Half body picture with white background
- Proof of government numbers (TIN, SSS, Pag-ibig, & Philhealth)
- Photocopy of 2 valid IDs – front & back (government-issued)
- Clear copy of your Birth Certificate (PSA or NSO)
- Accomplished HR Forms & Promissory Note (will be provided by KMC’s Onboarding Team
Click here to view the complete list of KMC’s pre-employment requirements.
KMC Careers
If you're a rockstar at what you do and looking to be a part of our amazing story, we want to hear from you!
We offer attractive salaries and benefits plus you get to work in some of the Philippines' best flexible workspaces. Our employees also get to enjoy exclusive discounts, rewards and freebies, and invites to our monthly events. We are always recruiting for roles in IT & Development, Marketing, Business Administration, HR & Recruitment and Legal & Finance Roles.
KMC provides quality employment opportunities for job-seekers looking for a career that is both challenging and fulfilling. We are also committed to providing equal opportunities at every selection stage. We do not discriminate due to age, gender, sexual orientation, ethnicity, nationality, and religion.
Work with Us. Grow with Us.
KMC Solutions offers a variety of career opportunities in Metro Manila, Cebu and Clark & Iloilo. We are always looking for talented and enthusiastic individuals who are ready to make their next big career move.
Our Culture
At KMC, we foster an inclusive and positive workplace for all. We push our members to succeed in everything they do through our collaborative work environment. We encourage our community to work hard and reach their full potential while delivering results that matter for our members and you as professionals.
We host amazing and quality events and implement people-centric policies to work flexibly. We ensure that everyone in our expansive network is engaged, from our internal employees and those who work on behalf our offshore partners.
Life within KMC: Work Hard Party Harder
At KMC, we work hard and we are committed to putting our best foot forward in everything we do. Everyone is encouraged to be an individual while also working for the collective good of the KMC Community. We believe mistakes are opportunities and that you should not present a solution without a problem.
We also know when hard work deserves to be recognized so we reward our employees with monthly parties, free trips and much much more!
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