Workforce Management Advisory Administrator

Workforce Management Advisory Administrator

Location: Mandaluyong
Shift: Mon-Fri, 7AM – 4PM
Arrangement: Hybrid, Full-time

 

Unlock your potential! At TOA Global, we have a deep commitment to empowering individuals to excel in their enterprises, careers, and communities. Our global footprint stretches across Australia, New Zealand, North America, Philippines, South Africa, and South America, supporting our global clients in the accounting industry.

 

Primary objectives:

+ Supports Workforce and Capacity Management projects that optimize staffing, scheduling, forecasting, seat utilization and operational efficiency across all client accounts.

+ Ensures Workforce initiatives are executed on time, within scope, and aligned with SLAs, client requirements, and business goals.

+ The W&CM Project Administrator will collaborate closely with key resources from OX, PX, IT, WX and Growth/CRM Teams to align workforce strategies, projects, reporting, system enhancements, and process improvements with business goals.

Key Responsibilities:

Workforce Project Coordination

•            Support the planning and execution of workforce management projects (e.g. system implementations, schedule and seat optimization).

•            Maintain project plans, timelines, risk logs, and documentation.

•            Track milestones and ensure deliverables are completed within agreed timelines

•            Coordinate cross-functional meetings and document action items.

Workforce Data & Reporting

•            Prepare and maintain workforce dashboards and reports.

•            Help with capacity planning, documentation, modelling, and simulation.

•            Validate and analyze workforce data to ensure accuracy and compliance with SLAs.

•            Support month-end and quarterly reporting for internal leadership and clients.

System & Process Support

•            Assist with WFM system enhancements, upgrades, and configuration changes.

•            Support testing and user acceptance activities for workforce tools.

•            Document SOPs for workforce processes.

Client & Stakeholder Management

•            Coordinate workforce-related communications between operations teams and Growth/CRM.

Compliance & Governance

•            Maintain audit-ready documentation for workforce processes

•            Support risk management and business continuity planning activities.

Qualifications / Skills:

3 - 5 years’ experience - Essential

+            Bachelor’s degree in business administration, Operations Management, Human Resources, Finance or related field preferred.

+            3 – 5 years of workforce management, project administration experience

+            Experience supporting multi-site or multi-client accounts is an advantage.

+            Experience in WFM Software (e.g., NICE, Verint, Genesys) and advanced knowledge of data analysis tools (Excel, Power BI, Tableau). Strong understanding of contact center operations, metrics, and data analysis.

+            Familiarity with project management tools (e.g. MS Project, Smartsheet, Asana).

+            Strong analytical and reporting skills