[ref. k38641322] Workforce Management Coordinator - Helloconnect Inc.

apartmentHelloConnect placePhilippines calendar_month7/18/25

This a Full Remote job, the offer is available from: Philippines

HelloConnect

HelloConnect is a subsidiary of HelloFresh, founded to address years of challenges faced in its own customer care. Leveraging our extensive experience in developing customer care tailored to the immediate needs of HelloFresh, our solutions are hyper-focused on serving high-growth companies.

Located in Manila, Philippines, we are now making this service available to other companies to benefit from our experience, scale, cost savings, and service level improvements.

HelloFresh

HelloFresh is a global leader in delivering delicious meal kits and grocery boxes straight to customers' doorsteps. We are dedicated to providing high-quality, convenient, and sustainable meal solutions that inspire people to cook and eat healthy at home.

Our commitment to innovation and customer satisfaction drives our ongoing success.

Job Description:

Forecasting and Schedule Management: Responsible for analyzing historical and current trends to accurately forecast staffing needs. This includes creating schedules that meet business requirements, managing time-off requests, and handling other scheduling-related tasks
Roster Management and Seat Capacity: Monitors the movement of personnel in business units and ensures

accuracy of roster and team assignments. Aligns staffing requirements to seat capacity of production areas.

Performance Reporting: Generate and distribute reports (e.g. shrinkage and productivity reports) encompassing all other workforce-related data to leadership and members of operations according to the established reporting schedule.
Profile and System Management: Ensures employees are correctly profiled in workforce management tools

and assists in system/user administration.

Information Utilization: Convert management-provided information on internal and external issues into real-

time resource adjustments and actions. Adjust resource allocation and take action in real time based on
management information about internal and external issues.

Production Activity Coordination: Monitor all production and non-production activities during operating

hours, ensuring efficiency and effectiveness while maintaining productivity and service level goals. Oversee
and direct all activities outside of production, ensuring they are completed efficiently and effectively while
upholding productivity targets and service level agreements.

Workflow Documentation: Document and track workforce management workflow processes for accurate

process management. Develop and implement comprehensive workforce management workflow processes, including detailed documentation and tracking mechanisms. This will ensure accurate process management
and optimization, leading to improved efficiency and productivity within the workforce.

Incident Escalation and Issue Mitigation: Promptly report technical issues and assist operations in basic

trouble-shooting. Act proactively to reduce the impact of system outages, technical issues, or unexpected
staffing issues

Process Improvement and Project Management: Identify areas for process improvement and collaborate

with leadership to effectively execute real-time projects and initiatives by providing strategic support, actionable insights, and data-driven recommendations. Additionally, work closely with cross-functional teams
to identify opportunities, anticipate challenges, and develop innovative solutions that drive results and align
with organizational goals.

Training and Support: Manages the scheduling of training sessions for agent upskilling, encompassing the

cross-training initiatives aligned to weekly and monthly staffing requirements of the regions.

Stakeholder relations and communications: Serving as the first point of contact for inquiries and information

for scheduling and WFM-related concerns within operations and HR, including building and maintaining
working relationships with stakeholders and leadership.

Policy adherence: Orients members to both local work policies and organizational standards, conveys

updates and changes in a timely manner.

Role Requirements or Qualifications:

Undergraduate degree or equivalent
At least 1 year experience in Contact Center
3+ years of experience in scheduling
3+ years of experience supporting international businesses
Working knowledge on WFM software like Genesys (preferred), Nice and Verint
Intermediate to advanced proficiency with software programs (e.g Google Sheets, Excel)
With work experience in both short and long-range forecasting (preferably)
Is amenable to work onsite (if business requires)

This offer from "HelloConnect" has been enriched by Jobgether.com and got a 76% flex score.

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