Careers at Symbos

Senior Workforce Management Generalist

About the Company

Recoveries Corporation Pte Limited is a respected leader in debt collection, insurance claims recovery, and customer services, with over 30 years of industry experience and a strong client base across banking, government, insurance, utilities, and telecommunications sectors.

With established operations in Australia, New Zealand, South Africa, Manilla and its Fiji-based subsidiary, RCL Services, the company is recognised for its innovative approach and commitment to delivering successful credit outcomes.

About the Role

We’re looking for a Senior Workforce Management Analyst to provide end-to-end support across the WFM lifecycle, from forecasting and capacity planning to scheduling, real-time management and reporting.

This role plays a key part in strengthening WFM capability across the business, driving standards, improving processes and ensuring consistent, high-quality delivery across programs.

Key responsibilities will include but will not be limited to:

WFM Operations & Delivery

• Support forecasting, scheduling, real-time monitoring and reporting across multiple programs
• Step in across WFM streams during peak periods or gaps to ensure continuity
• Investigate service level gaps, forecast variances and scheduling inefficiencies, and implement improvements

Capacity Planning & Workforce Strategy

• Build and manage short, medium and long-term capacity plans
• Develop supply and demand models to support hiring, training and business growth
• Translate workforce insights into actionable resourcing recommendations

Process Improvement & Standards

• Design and maintain WFM standards, templates and playbooks
• Lead process improvement initiatives to drive efficiency and accuracy
• Support the rollout of tools, automation and scalable solutions

Reporting & Insights

• Deliver regular reporting and insight packs for operations and leadership
• Identify trends and provide clear, data-led recommendations

Stakeholder Engagement

• Partner with Operations and Workforce leaders to align on planning and performance
• Support cross-functional initiatives and contribute to broader business discussions

To secure this opportunity you will need to be:

• 3–5 years of WFM experience within a BPO or contact centre environment
• Strong end-to-end exposure across forecasting, capacity planning, scheduling, real-time or reporting
• Experience in capacity planning and supply/demand modelling
• Strong Excel capability (advanced formulas, pivot tables, modelling); Power BI or Power Query is a plus
• Experience with WFM tools such as NICE, Genesys, IEX, Verint or similar
• Strong analytical mindset with attention to detail
• Ability to translate data into clear, actionable insights
• Confident communicator who can influence and partner across teams
• Experience mentoring or supporting WFM peers is highly regarded

At RCL Services, we actively celebrate diversity across our workforce and are committed to providing inclusive and equal employment opportunities to all candidates. We encourage applications from culturally diverse backgrounds, people with disabilities, and all members of the LGBTQI+ community.

As part of this opportunity, you will also be expected to act as a role model, consistently demonstrating and promoting the values of RCL Services in your day-to-day work.

If you are ready to take the next step in your career and contribute to driving quality excellence, we encourage you to apply. To apply click on: Apply Now!