Sales Support Specialist is responsible for delivering comprehensive administrative support, workforce management, and reporting services to the EV Charging Operations Department. This role ensures operational efficiency, compliance with regulatory requirements, and accurate data-driven insights for leadership decision-making. Drawing on workforce management (WFM) expertise from the BPO sector, the analyst will adapt forecasting, scheduling, and reporting practices to the unique demands of EV infrastructure operations.
Job Responsibilities:
Reporting & Analytics
- Design, develop, and maintain operational reports covering charging station uptime, utilization, workforce productivity, and customer service performance.
- Automate recurring reports and dashboards using Excel, Power BI, or other analytics tools.
- Conduct variance analysis on workforce schedules, demand forecasts, and service levels.
- Provide executive summaries and presentations highlighting operational trends, risks, and opportunities.
- Support data-driven decision-making by translating complex datasets into actionable insights.
Administrative Support
- Manage documentation workflows, including approvals, compliance records, and operational manuals.
- Maintain filing systems (digital and physical) for contracts, permits, and site-level compliance documents.
- Coordinate travel logistics, meeting schedules, and expense tracking for operations staff and executives.
- Process vendor invoices, purchase requests, and payment approvals in coordination with Finance.
- Support HR in onboarding, deployment documentation, and contract administration for new hires and contractors.
- Track and reconcile operational expenses, ensuring adherence to budget allocations.
- Maintain inventory records for office supplies, tools, and depot-level equipment.
- Draft internal communications, memos, and compliance notices for distribution across sites.
Workforce Management (WFM)
- Apply BPO-style WFM practices (forecasting, scheduling, real-time monitoring) to EV charging operations.
- Develop workforce schedules for customer support teams, field technicians, and monitoring staff.
- Conduct capacity planning to align workforce availability with charging demand and service commitments.
- Monitor adherence to schedules and recommend adjustments to improve service levels.
- Provide real-time support for workforce deployment during peak demand or emergency situations.
- Collaborate with HR and Operations to ensure staffing levels meet compliance and safety requirements.
Operational Coordination
- Support deployment schedules for charging stations and field service teams.
- Monitor service-level agreements (SLAs), compliance requirements, and escalation processes.
- Assist in mapping workforce deployment across multiple depots and operational sites.
- Coordinate with Safety Officers to ensure compliance with DOLE regulations and site-level safety standards.
- Facilitate communication between cross-functional teams (HR, Finance, Procurement, Facilities) to resolve operational issues.
- Document and track operational incidents, corrective actions, and compliance audits.
Job Qualifications:
- Bachelor's degree in Business Administration, Operations Management, Industrial Engineering, or related field.
- 5 years of experience in Workforce Management (WFM), preferably in a BPO environment.
- Strong administrative background with proven experience in documentation, scheduling, and vendor coordination.
- Proficiency in MS Excel (pivot tables, formulas), Power BI, or similar reporting tools.
- Excellent organizational and communication skills for cross-department coordination.
- Knowledge of compliance and operational documentation standards, preferably with exposure to DOLE regulations.
- Ability to adapt WFM practices to new industries, with interest in EV infrastructure and sustainable operations.
For interested applicants, you may send your updated resume/cv to [Confidential Information]
