Urgently hiring for one of our direct clients in the Philippines.
Job Title: Senior Executive- Workforce Management (RTA/Reporting)
Location: Metro Manila
Work Mode: Onsite, Night Shift
Job Responsibilities
- Sending of interval / hourly reports like Attendance Report, Intraday Performance Report, Productivity Report, etc.
- System issue tracking
- Responsible for the monitoring of all issues that may impact service levels (SL's) and take the appropriate to resolve or reduce these impacts.
- Perform oversight responsibilities as required to ensure all SLA's are met.
- Evaluate events surrounding schedule adherence and operational situations which may impact productivity such as absenteeism or system outages.
- In this role you will be required to solve problems as they may arise with real time intervention.
- Include but not limited to Real-time monitoring and reporting of schedule deviations like breaks, absenteeism, late login, early login and any non-schedule adherence
- Work on real-time requests related to schedule changes, off phone activities and profile changes
- Communicate daily reports to leadership teams (WFM and Operations) on Service Level (SL) performance
- Initiate escalation process for system outages and Service Level Agreements risk
- Take mitigation steps to ensure SL's are met
- Be the primary interface between WFM and site operations while strengthening a positive partnership Experience, knowledge, skills and attributes required
- Other tasks that may be assigned to him/her by WFM Supervisor
Required
1- Must be willing to work onsite in Eastwood
2- 2-3 years experience in a Customer Service environment in WFM
3- Amenable to work onsite, weekend rest day
4- Amenable to work nightshift
5- Experience in Real-time Analyst and Reporting tasks
6- Proficient in MS Office (particularly in MS Excel, Report automation using Power Query, Power Pivot, Data Modeling) and Google Suite
7- High proficiency in verbal and written English
