Workforce Management Officer

JOB MANDATE

The Workforce Management Officer is responsible in providing workforce management support to Customer Contact Center's businesses for transaction volume forecasting, manpower scheduling, and real-time monitoring of service levels, call trend, average handle time, and schedule adherence. Responsible in the timely submission of assigned reports, tasks, deliverables, and ad-hoc items assigned to him/her. He/she is also to analyze transaction trends and provide recommendations on how to better achieve business objectives of the campaign, the Customer Contact Center and the bank. Closely collaborate and work with other internal units to obtain the necessary information or data to add on to the daily recommended assumptions.

KEY RESPONSIBILITIES

• Analyze and review daily, weekly and monthly key performance indicators (KPI)
• Prepare and/or recommend staffing adjustments based on recent KPI trend
• Escalate issues and concerns which may affect meeting business objectives
• Perform other tasks that may be assigned by the Senior Officer and/or CCC Heads

KEY QUALIFICATIONS

• Bachelor's Degree
• At least 3 years of Workforce Management experience in a contact center environment
• Proficiency in Workforce Management Software, MS Excel, Data Analytics, Process Improvement, Capacity Planning, and Real-time monitoring