Senior Specialist, WFM Planning

Job Description :

Bringing smiles is what we do at TTEC… for you and the customer. As a Senior Specialist - Workforce Management - Planning working onsite in Pasay City, 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 Are you looking for an opportunity to experience something new each day In this role, you'll bring your creativity and individuality to make sure correct staffing is in place and proper adjustments are made based on the clients needs. With a passion to continuously improve processes, you'll analyze and compare staffing and revenue reports from the past to prepare daily, weekly, and monthly reports to make recommendations for upcoming months. Enjoy thinking about the big picture and planning for the future to support the team and clients You'll make sure scheduling policies are followed as you survey the landscape for what's ahead and support the business in this key planning role.

You'll report to the WFM Planning Supervisor. 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, managing agent staffing, scheduling processes, and forecasting future needs for a successful client program

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

. Forecast and recommend staffing headcounts on a long-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

. 6 months or more data analysis experience

. Associate degree, technical school or equivalent work 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

. 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.