Bachelor's Degree in a recognized technical, engineering, scientific, managerial, business, or other discipline related to area of expertise
At least 1 year of previous experience with data analysis
At least 2+ year Workforce Management (WFM) functions experience preferred
Amenable to work onsite in Quezon City (Bridgetowne OR Eastwood)
Amenable to work shifting schedule
Good organizational and communication skills, plus knowledge of talent management programs functions
Proficient in MS Office apps (MS Excel/Word/Power Point)
Experience and comfortable with presenting to upper management
Job Description:
May manage various workforce management systems, such as IEX scheduling software and CMS
Identify Triggers
Provide essential input to leadership team so that staffing plans are based on analysis of historical performance and real time data
Monitor adherence real time to ensure performance is within pre-set parameters, works with supervisors to resolve schedule adherence issues, escalating to leadership if necessary
Have familiarity with forecast and scheduling concepts an asset
Efficiently manage call volume and labor resources for our inbound, outbound and workflow, while maintaining and exceed goals and expectations
Compiles summarize and disseminate various reports including, but not limited to, volume, efficiency, production hours, daily performance summaries, LT/ST forecast bridge analysis, cost per transaction tracking
Coordinate with various departments and centers daily on staffing levels and production efficiency maximization issues affecting production
Real time monitoring of call center activities (service levels, schedule adherence)
Assist in coordinating call center activities with management teams
