Workforce Management Specialist | Team Lead Level | Fort BGC
Aces Call Center Jobs Inc.
- Mandaluyong, PhilippinesPhilippines, Metro Manila, MandaluyongMandaluyongMetro ManilaPhilippinesPhilippines
- Full timeFULL_TIME
Job Description
• Performs Workforce Management support functions for Operations. Determine appropriate staffing levels needed to meet goals.
• Analyze the impact of volume, AHT and shrinkage on the budget staffing requirement
• Manage operational forecast variance to plan
• Report staffing needs and performance issues impacting service levels on a timely manner, and recommend solutions to close gaps
• Create volume forecast and handle time forecast for interval, daily and weekly
• Able to use Workforce Management tools and create excel templates to support deployment of new deals
• Responsible for managing an interval, daily and weekly staffing plan to ensure that the center is appropriately staffed
• Administer shift bids across multiple sites and clients/lines of business
• Develop and adjust employee schedules and rotations to meet the work volume demand on each day
• Able to use Workforce Management tools and create Excel templates to support deployment of new deals
Minimum Qualifications
- College graduate or Associate degree graduate (preferably IT course)
- 5 to 7 years experience handling and overseeing workforce management of which 3 years are in SME or team lead capacity
- Knowledgeable in budgeting, forecasting and costing
- Demonstrated expertise in Contact Center Workforce Management and Reporting analytics
- Ability to work independently, multi-task and meet deadlines.
- Highly proficient in using MS Excel
- Must be able to work with all levels of the organization in capturing, managing and communicating metrics
- Must have excellent English communication skills
Perks and Benefits
- Medical / Health Insurance
- Paid Sick Leave
- Paid Vacation Leave
- Performance Bonus
- Paid Bereavement/Family Leave
- Recruitment / Signing Bonus
- Paid Holidays
- Flexitime
- Maternity & Paternity Leave
Jobs Summary
- Job Level
- Associate / Supervisor
- Job Category
- Customer Service
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Always
- Office Address
- Mandaluyong, National Capital Region, Philippines