Job Description :

Bringing smiles is what we do at TTEC… for you and the customer. As a Senior Specialist - Workforce Management - Real Time working in Pasay, Metro Manila, you'll be a part of creating and delivering amazing customer experiences while you also #experienceTTEC, an award-winning employment experience and company culture.

What You'll be Doing

Have a passion to solve work puzzles in real time Are you looking for an opportunity to experience something new each day In this role, you'll bring your creativity and individuality to ensure staffing needs are coordinated and proper adjustments are made in daily programs to meet clients needs. You'll analyze and compare staffing daily headcount to total headcount, how many people are necessary for each hour, and make recommendations on how to staff the total program.

You'll report to the WFM Real Time Team Lead. You'll impact the business, the teams you support, and the various departments that you partner with on a consistent basis through your analysis and recommendations.

During a Typical Day, You'll

. Pinpoint areas for improvement through monitoring call volumes and analyzing staffing needs to adjust the program for success

. Use your knowledge and understanding of client needs to analyze and prepare staffing reports with new information

. Forecast staffing and recommend headcounts on a day-to-day, short-term basis

. Bring your time management and organizational skills to manage multiple, complex, ongoing tasks

. Work across many departments to implement existing and new processes built for success

What You Bring to the Role

. Associate degree, technical school or equivalent work experience

. 6 months or more data analysis experience

. Engage and support the team in making sure they have the proper tools and systems to accomplish day-to-day tasks

. Solution-oriented mindset

. Understanding, interpreting, and manipulating data for reporting

What You Can Expect - Update if Remote US

. Supportive of your career and professional development

. An inclusive culture and community minded organization where giving back is encouraged

. A global team of curious lifelong learners guided by our company values

. Ask us about our paid time off (PTO) and wellness and healthcare benefits

. And yes... a great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement)

Visit www.mybenefits.ttec.com for more information.

About TTEC Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.

Workforce Real Time Senior Specialist

SPECIALIST II, WORKFORCE MANAGEMENT (Real Time Analyst)