Workforce Management Specialist
Skills and Qualifications:
- Demonstrate sound work ethics
- Must have advanced level Microsoft Excel Skills – including advanced formulas, also other MS related tools, and google workspace
- Experienced real-time-analyst or other related task that require monitoring, and manpower management
- Ability to create reports in Excel and other related tools
- Attention to details, and high level of accuracy
- Ability to multi task, focus and complete reports for extended periods of time
- Previous BPO – call center/back-office experience required
- Previous WFM experience is considered an asset
Responsibilities:
- Manage the daily volume arrival, daily attendance, and program break schedules
- Work closely with Operations team to analyze and help improve their daily delivery processes
- Generate ideas for process, and service improvement
- Produce daily, weekly, and monthly internal/client reports
- Use trends and reports to give insights
- Assist with other duties as requested by Workforce leader, and Operations or assigned
