Awesome CX by Transcom is looking for talented individuals like you to join our awesome team! Be a
Workforce Specialist for our Awesome CX by Transcom Davao site. This role will focus on creating/implementations/communication/recommending/maintaining forecasting,
staffing, scheduling, service levels, and reporting processes, policies, and tools across the entire
account. Creates and communicates reports that are as real-time as possible.
Join our Awesome CX by Transcom Family as a Workforce Specialist
Key Responsibilities
- Tactical Forecasting tasks (monthly forecasts & re-forecasting)
- Forecasting & Scheduling Playbook (Plan-of-the-Day) - sent daily
- Shrinkage Forecasts & Reporting
- Attend weekly and daily staffing review meetings with clients and Ops
- Provide regular updates to management on account performance and key metrics
- Approve discretionary activities to address occupancy and utilization
- Monitor real-time agent work state reports
- Prepare and maintain accurate records of client interactions, performance management, project milestones, and financial transactions
- 1-2 years in Workforce Management or Data Analytical Role for a contact center
- Excellent Organizational and Multitasking Abilities
- Strong analytical abilities, and critical thinker
- Highly motivated, creative, and a self-starter able to excel with minimal supervision
- Familiar with Tymeshift or similar WFM tool Management is preferred
- Proficient in Google Sheets, Looker and MS Applications such as but not limited to (MS Word, Powerpoint and Excel) is preferred
